Patient Outreach & Engagement Team Specialist

** This position offers a hybrid work schedule for local candidates **

Purpose

The Patient Outreach and Engagement Team (POET) staff member provides excellent customer service to support Neighborcare Health patients in meeting their care needs.

The POET will conduct outreach to engage Neighborcare patients and help close patient care gaps with targeted outreach calls and education. The POET will schedule appointments, answer patient questions, assist patients in navigating the Neighborcare Health and insurance systems, respond to scheduling/messaging needs, and provide consistent, accurate, and efficient services that result in an exceptional customer experience and contribute to improving patient outcomes.

Neighborcare Health offers a robust benefit package: Medical, Dental & Vision Insurance, 18+ days of Paid Time Off, 9-Paid Holidays, Retirement with Matching, Life & AD&D, Pet Insurance, Employee Assistance Program, & More! This position is eligible for the Staff Referral Program. 

In this position you will:

• Make outbound outreach calls to engage Neighborcare patients who have gaps in care to support access to medical, dental, and ancillary appointments.
• Being a knowledgeable resource to patients via telephone interactions, striving to provide patient engagement, education, and inspiring confidence in Neighborcare services.
• Advocate and provide navigation type services both internally and in the community for patients as needed when conducting patient outreach.
• Ability to use data spreadsheets and applications to make outbound calls.
• Schedule new and returning appointments in the EHR following scheduling guidelines.
• Gather information for accurate documentation of calls and enter into proper database.
• Verify and update demographics when appointing.
• Monitor patient responses to bi-directional text outreach campaigns in the mass text application as needed to respond to patients and coordinate scheduling appointments.
• Coordinate and utilize Interpreter Services as needed.
• Adhere to outreach and scheduling processes and workflow with attention to quality improvement.
• Meet or exceed patient engagement and outreach performance standards and measure with a focus on quality, accuracy, and timeliness.
• Achieve and maintain outgoing call productivity to reach outreach and engagement targets.
• Comply with the Neighborcare Health risk management, compliance, and information security program requirements, including accurate and timely reporting of all adverse incidents.
• Observe principles of data security and patient confidentiality. Maintain ethical standards in the performance of duties and in interactions with patients and co-workers.
• Demonstrate professional demeanor in appearance/behavior in all work-related interactions.
• Conduct insurance verification, including assisting patients navigate Medicaid processes to ensure patients will receive the care they need from Neighborcare.
• Attend and participate in staff meetings as directed.
• Lead outreach and engagement activities with Clinical partners.
• Perform other duties related to patient engagement and outreach as assigned by Patient Outreach and Engagement Team Supervisor or Quality Director.

Required qualifications:

• High school diploma or equivalent
• 1-year of general office experience or experience in a customer service setting

Key Skills, Knowledge, and Abilities:

Required for this job:

• Basic PC skills in MS Windows environment, 10-key and typing.
• Strong organizational skills to prioritize multiple tasks.
• Working knowledge of electronic health records (EHRs) and practice management systems.
• Basic or limited familiarity with medical terminology.
• Excellent telephone and written communication skills as well as listening skills and ability to demonstrate tact and patience. 
• Ability to analyze and solve more complex problems that may require research and creative solutions and make sound decisions with limited supervision.
• Ability to meet and exceed performance targets.
• Ability to develop successful interpersonal and professional relationships with diverse populations.
• Ability to communicate effectively and respectfully with people of varied racial, educational, and socio-economic backgrounds.
• High degree of adaptability, productivity, and reliability as well as an ability to work independently.
• Effective interpersonal, communication, and customer service skills for both face-to-face and telephone interactions with patients, medical staff, and team members. 
• Ability