OUTPATIENT CARE COORDINATOR - HOAG COMPASS

Salary Range: $24.1000 - $37.0500 /hour. Actual compensation may vary based on geographic location, work experience, skill level, and education.

 

Overview of Compass

Hoag Compass is on a journey to re-imagine the world of primary care. Traditional health care is reactive, focusing on sick care and once-a-year exams. Compass takes a proactive approach to health care by adopting lifestyle and integrative medicine practices to optimize patient health throughout their lives so they can live healthier, longer. 

 

Compass includes expanded diagnostics that check 100+ biomarkers, a nutrigenomic (DNA) test, personalized care plans based on patient data, ongoing support, and quarterly retesting of abnormal labs to monitor progress towards goals. Throughout the patient’s journey with us, we address 4 pillars of health – nutrition, exercise, sleep, and mental health – through clinician-led care plans, ongoing guidance from the Health Coaches, and therapy with a Clinical Psychologist.

 

Patients have a dedicated team to help manage their care, including appointment scheduling, insurance questions, coordination with specialists and other members of the patient’s care team, and prescription refills. Compass comes with an accompanying mobile application experience that provides the continuity of care between patients and our expanded care team. Patients can message with the team at any time through the app for support.

 

The Patient Care and Experience Coordinator Role

This role plays a crucial role in the patient experience and establishing and maintaining a robust operational foundation within our organization. By leveraging their expertise in phone skills and customer service, they contribute to the seamless delivery of healthcare services and continuously seek ways to enhance the overall membership and clinical experience.

 

This role will deliver an exceptional member experience in all member interactions and throughout all care delivery. This role will need to utilize a strong organizational ability and proactive mindset to assist in sustainable administrative processes and identify areas for improvement in operational workflows. Demonstrate excellent phone skills and customer service abilities while providing effective administrative support to our Providers, Health Coaches, other Patient Care and Experience Coordinators, Member Concierge, and Members.

 

This is an on-site FTE, non-exempt position working Monday through Friday, 8am to 5pm. Days and hours may change, subject to the needs of the clinic. 

 

Primary Duties and Responsibilities

• Maintain a full comprehension of Compass clinical operations, tools (i.e. Epic, Provider app, Teams, Outlook) and workflows to maximize administrative support across the clinical practice.
• Provide Clinician and Health Coach support with chart prep, scheduling, appointment follow up tasks, in app message requests, and Epic inbasket requests.
• Schedule and conduct welcome calls with new members to onboard them to Compass and schedule their first round of appointments.
• Assist with daily practice operations such as answering inbound phone calls, insurance and ID verification, managing in app messages, ongoing patient check-ins, and proactive patient reach outs.
• Assist clinical teams with administrative member-requests and overflow tasks as needed, including medical record requests and coordination, insurance invoice requests, and clinical letters of medical necessity.
• Provide practice-wide messaging and phone coverage, triaging time-sensitive messages, escalating to management on-call, and resolving member inquiries. 
• Strive to meet and exceed performance metrics in support of seamless member experience including acquisition, retention, patient engagement, and patient satisfaction scores.
• Collaborate with the Digital Product team to resolve technical issues, optimize workflows, and provide member feedback and improvements that impact the digital experience.
• Listen attentively to customer concerns, empathize with their situation, and provide appropriate solutions and resolutions.<