Specialist, Scheduling Outreach is responsible for conducting emergency department, wellness, or

preventative service outreach calls to identified patients. This role will provide patient education about clinic appointment availability and identify and communicate if the patient has any care coordination or triaging needs from the supported practice.

Essential Duties & Responsibilities :

• Conduct direct telephonic outreach to patients on the provided list
• Follow standard messaging provided by Aledade while following the highest standard of customer service to assist patients in setting up an appointment with a member of our clinical care team in partnership with the patient’s primary care provider (PCP)
• Apply motivational interviewing tactics to break down psychosocial barriers to scheduling appointments while keeping the patients’ best interests in mind
• Act as a liaison for the patient and practice by directing calls to other appropriate individuals or departments as needed
• Respond to incoming and outgoing calls, texts, and emails by providing direction to patients' questions and / or concerns
• Educate patients on services offered by the practice(s)
• Identify outreach trends and report back findings to the team, share creative ideas for increasing patient visits
• Retain some degree of flexibility as outreach strategy may shift with greater data availability
• Maintain a good collaborative working relationship with your designated market team & practice leadership team
• Other duties as assigned

Required Skills and Abilities :

• Understanding of and experience with call center performance operations
• Experience working in a medical practice or healthcare setting is preferred
• Experience & comfort using technologies such as a computer, telephone, and various types of electronic health record (EHR) platforms to document patient interactions and schedule patients for appointments
• Medical Terminology certification is preferred
• Must possess strong organizational skills
• Ability to work independently
• Proficient with Microsoft and Google applications
• Strong communication skills
• Strong motivational skills including conflict / dispute resolution techniques
• Must have access to reliable high speed internet connection
• Schedule : Monday-Friday 8 : 30am-5pm in your respective time zone, with the possibility of afternoons, evenings, and / or Saturday mornings

Education & Experience :

• High School Diploma
• 2 yrs. of healthcare experience
• 1 yr. telephonic customer service experience
• Call center experience preferred
• Bilingual communication skills are a plus

Physical Requirements :

• Prolonged periods of sitting at a desk and working on a computer

Last updated : 2024-05-12