Patient Engagement Coordinator
11 days ago
Los Angeles
Job Description Under the supervision of the Data Quality Manager, the Patient Engagement Coordinator (PEC) is responsible for improving patient access and health outcomes by conducting proactive outreach and closing gaps in care for preventive and chronic disease measures. The PEC engages patients using data driven outreach strategies, performs documentation validation, and supports quality improvement initiatives across departments. JOB SUMMARY • Adheres to all organization's policies and procedures, • Observes all policies and procedures for use of time-keeping system, including attendance, tardiness, proper clocking procedure, overtime authorization, and that employee nametag is clearly visible, • Conducts self in a manner that represents the organization's core values at all times, • Maintains a positive and respectful attitude with all work-related contacts, • Provides excellent customer service, • Communicates regularly with his/her immediate supervisor about departmental and other organizational concerns, • Consistently reports to work prepared to perform the duties of the position, • Meets productivity standards and performs duties as workload necessitates, • Fosters an environment that promotes trust and cooperation among all staff ESSENTIAL DUTIES & RESPONSIBILITIES The Patient Engagement Coordinator utilizes information from several sources, both internal and external to the organization, to identify gaps in patient care and performs patient outreach to support closure of those gaps. • Pull data and reports from multiple databases/portals and electronic health records to identify potential care gaps and follow the appropriate process to close those gap(s), • Work collaboratively with appropriate care teams to notify teams of missing documentation or to obtain documentation to close identified care gaps, • Conduct telephone and SMS outreach to patients with open care gaps including mammograms, Ale tests, retinal screenings, immunizations, and wellness visits., • Validate and reconcile care gap lists using tools like eCW, Cozeva, Azara, and health plan portals., • Assesses and problem-solves patient challenges/barriers to receiving needed care and services, • Provide patient education in clear, professional manner and in a manner that is understandable to patient and/or family, • Participate in process improvement activities and documentation audits., • Assist with Monthly Validation Reports and supplemental data submissions as directed., • Use appropriate software to communicate progress, submit questions, and escalate issues appropriately., • Participate in regular department and organizational meetings, • Train and mentor new outreach staff on systems navigation, documentation workflows, and communication standards., • Perform day-to-day activities to improve population health outcomes, quality of care, and care value across all HCHC sites, • Coordinate scheduling and communication for population health campaigns, • Participate in quality initiatives, campaigns, or special events as assigned, • Uses, protects, and discloses patients' protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards, • Excellent data-entry skills and proven ability to navigate multiple computer screens while conducting a customer call, • Must demonstrate basic skills in Microsoft Outlook, Excel, or equivalent applications, and be familiar with call center software applications, • Demonstrated ability to organize, take initiative and follow-up independently, • Proven time management, multi-tasking, prioritization and follow-up skills in a rapidly changing environment, • Ability to think independently and make decisions, while adhering to company standards and guidelines QUALIFICATIONS • High school diploma or GED required; Associate's degree or equivalent experience preferred., • Minimum 2 years of healthcare-related outreach, call center, or front office experience., • Proficiency in eClinicalWorks (eCW), Excel, Outlook, and health plan portals., • Bilingual Spanish/English required., • Familiarity with HEDIS, UDS, and CMS clinical quality measures strongly preferred., • Ability to prioritize, multitask, and work independently in a fast-paced environment., • Excellent customer service and interpersonal communication skills. WORKING CONDITIONS • Fast-paced clinic environment., • Must be able to handle interruptions, shifting priorities, and data entry tasks., • Periodic travel between clinic sites. Must have current COL and insurance., • Physical demands: Lifting, bending, reaching, pushing, carrying, sitting, standing, stooping down, vision corrected in normal range, hearing corrected in normal range., • Hazardous Conditions: Exposure to infectious diseases; potential exposure to physical violence., • Work Condition: 100% inside., • Exposed to: cold/heat controls, close contact with sick people and some outdoor elements when walking from file room to the clinic., • Machines, equipment, tools and supplies used: computer, postage machine, fax, copier, calculator, multi-line phone system, and other administrative and medical equipment., • Multiple duties: All duties can be expected to be performed concurrently. Must be able to work under conditions of constant interruption and be able to stay on task., • This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as need evolve. Hours: Monday-Friday 8am-5pm or with occasional overtime. This is a non-exempt position and any overtime must be approved by your supervisor in advance. HOURLY RATE: $22 - $26 DOE DISCLAIMER Harbor Community Clinic provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Harbor Community Clinic complies with applicable state and local laws governing non-discrimination in employment in every location in which the organization has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training. The above statements define this position as it currently exists and are intended to describe the general content of and requirements for this job. They are not to be considered as an exhaustive statement of duties, responsibilities, or requirements and does not limit the assignment of additional duties at the discretion of the supervisor. Harbor Community Clinic is an at-will employer. In addition, Harbor Community Clinic may change your duties, compensation or hours, or transfer, reassign, promote, demote, suspend or otherwise change the terms and conditions of your employment (other than the at-will relationship), with or without cause or prior notice.