Position Summary

The Patient Outreach Specialist role will be responsible for conducting outgoing calls as part of targeted patient outreach campaigns. Your primary objective will be to engage with patients, schedule patient appointments, provide information about our healthcare services, and promote healthy behaviors. This position plays a crucial role in building and maintaining positive relationships with patients and improving their access to healthcare resources.

Qualifications

• Strong communication and interpersonal skills.
• Excellent phone etiquette and active listening abilities.
• Empathetic and patient-centered approach to outreach.
• Ability to convey complex healthcare information clearly and effectively.
• Certified Medical Assistant (CMA) credential is preferred, not required.

Work Experience

• Prior experience in healthcare or patient outreach is preferred but not required.
• Experience with outbound calling and customer service is an advantage.
• Demonstrated ability to engage and connect with individuals over the phone.

Education

• High school diploma or equivalent.
• Certified Medical Assistant (CMA) certification is preferred.

Skills

Speaking, Active Listening, Reading Comprehension, Time Management, Writing, Critical Thinking, Negotiation, Judgment / Decision Making; Complex Problem Solving. Customer Service, Persuasion, Multitaksing

Examples of Duties

• Conduct outgoing calls to targeted patients as part of outreach campaigns.
• Explain healthcare services and benefits to patients.
• Answer patient inquiries and address concerns with empathy and professionalism.
• Schedule appointments and follow-up calls as necessary.
• Maintain accurate and detailed records of patient interactions, to include accurate documentation in the electronic health records system.
• Collaborate with healthcare providers to coordinate patient care.
• Collect and document patient feedback and preferences.
• Track and report productivity, as outlined by Program Coordinator. 
• Monitor and respond to patient communications through texting software in a timely manner. 
• Stay informed about healthcare programs and resources.
• Adhere to all relevant healthcare regulations and compliance standards.

Additional Responsibilities

• Collaborate with the outreach team to develop effective communication strategies.
• Participate in ongoing training and professional development.
• Collaborate with the team to implement quality improvement initiatives.
• Perform related work as required.

Travel Requirements

Occasionally may travel to other sites to attend meetings or training.

Tools & Technology

Tools: Calculators or accessories; Photocopiers; Scanners; Faxing equipment; Computers and Keyboards; Telephones

Technology:Microsoft Office programs; Electronic Mail – Microsoft Outlook; Internet

Knowledge

Telehealth Technologies, Customer and Personal Service, Medical Terminology, English Language; Mathematics; Sales and Marketing; Medicine and Healthcare; Patient Education and Engagement. 

Abilities

Oral Comprehension; Oral Expression; Written Comprehension; Written Expression; Problem Sensitivity; Deductive Reasoning; Inductive Reasoning; Near Vision; Speech Clarity; Speech Recognition

Work Activities

Communicating with Patients, Supervisors, and Peers; Making Outbound Call, Scheduling Appointments; Getting Information; Interacting With Computers; Performing Administrative Activities; Making Decisions and Solving Problems; Organizing, Planning, and Prioritizing Work; Communicating with Persons Outside Organization; Establishing and Maintaining Interpersonal Relationships; Judging the Qualities of Things, Services, or People; Documenting/Recording Information; Developing Objectives and Strategies; Developing and Building Teams; Resolving Conflicts and Negotiating with Others; Analyzing Data or Information

Work Styles

Integrity; Dependability; Attention to Detail; Cooperation; Independence; Initiative; Self Control; Adaptability/Flexibility; Stress Tolerance; Leadership; Persistence; Achievement/Effort

Work Context

Physical Demands: The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential function of the job, with or without accommodation. Prospective employees must complete a pre-employment medical exam (Occupational Group IV) which will measure the ability to: 

• See well enough to read fine print and view a computer screen; speak and hear well enough to understand, respond, and communicate clearly in person and on the telephone; independent body mobility sufficient to stand, sit, walk, lift or move, stoop, and bend to access the work environment and a standard office environment; manual dexterity and sufficient use of hands, arms and shoulders to repetitively operate a keyboard and to write; and the ability to sit or walk for prolonged periods of time.
• Occasionally may be required to lift/move or assist in lifting/moving up to 50lbs.
• Reasonable accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

Work Environment: Generally, a typical office environment.