Patient Access Specialist

ABOUT US:

Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision:  a community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together.

As a private, non-profit 501(C) (3) community health organization, we serve over 414,000 medical, dental, and behavioral health visits from more than 95,000 people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance.

Since 1969,  our employees have been making this mission a reality.  Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond.  If this sounds like an organization you would like to be a part of, we would love to meet you.

This is a full-time, hybrid position (4 days on-site/1 day remote). Schedule: M-F 8am-5pm. 

ROLE OVERVIEW and PURPOSE 

The Patient Access Specialist will coordinate all outreach efforts related to the Neighborhood Healthcare Affiliate Partner Program (APP), including appointment scheduling, tracking and follow-up. This role will work with other departments and community partners to ensure APP members are receiving comprehensive healthcare services.  Additionally, this role will monitor and maintain monthly reporting to ensure annual goals are achieved.

RESPONSIBILITIES 

• Conducts outreach activities to educate members about the Affiliate Partner Program
• Assists in scheduling with community partner services; including register patients, schedule and communicate appointments to patients/family, and document medical records 
• Provides outreach and scheduling support to other departments and teams, as needed  
• Tracks, reviews, and processes patient interactions, including telephone encounters and referral documentation in designated logs and/or eClinicalWorks (eCW)
• Documents all actions taken in the patient medical records in accordance with current clinic, DHCS, and health plan regulations/guidelines, including patient letters and postcards
• Conducts outreach activities in person, telephone, and/or postal mail, including monitoring and responding to incoming message via text responses and voicemails
• Attends and participates in required meetings, training programs, ongoing conference calls, webinars, and other professional development opportunities 
• Presents health concepts to individuals and small groups, including providing health center program information
• Solicits feedback from APP members to improve member experience and access to healthcare
• Collaborates with Member Engagement Team to develop and enhance outreach strategies  
• Informs staff of organizational activities and promotes mission and goals
• Maintains department productivity, quality, and compliance standards
• Monitors closing of referrals each month, as assigned
• Functions at highest level according to credentials and competency
• Impacts member experience by demonstrating courteous and helpful behavior and a commitment to accuracy
• Shares accountability for overall patient health outcomes by working in coordination with care teams
• Operates to instill confidence in our care, facilities, patients, fellow employees, and other stakeholders
• Cultivates relationships with referral sources and multi-disciplinary teams, including medical, dental, prenatal providers, case managers, outreach staff, call center staff, and community partners

EDUCATION/EXPERIENCE  

• High school diploma/GED required
• One year clerical and customer service experience required
• Bilingual (English/Spanish) highly preferred
• Valid CA Driver’s license and proof of auto insurance required

ADDITIONAL QUALIFICATIONS (Knowledge, Skills and Abilities)  

• Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
• Knowledgeable about and experience with community healthcare and social service programs/resources
• Ability to review and process patient eligibility with accuracy
• Ability to successfully manage multiple tasks simultaneously
• Excellent plann