Quality Outreach Specialist - Full Time

At Griffin Hospital, we are dedicated to providing personalized, humanistic, consumer-driven healthcare in an exceptional healing environment. We strive to make all people feel valued and appreciated. We provide safe, high-quality, person-centered care, and we build and sustain partnerships within our organization and in the communities we serve. 

We believe that every employee is a caregiver and that every employee makes a difference. Caregivers are empowered to be actively involved in the well-being of all our patients and to be leaders in providing access to preventive health information and education to improve the overall wellness of the community we serve. 

We understand that employee satisfaction leads to patient satisfaction and are committed to caring for our caregivers and their families with programs and benefits designed to improve their physical, nutritional, emotional and financial well-being. Our culture of teamwork, professionalism, and respect combine to make Griffin Hospital a place where both patients and caregivers thrive. 

Benefits:  

• 6 Federal Holidays Off!
• Paid Time Off
• Medical, Dental, Vision
• 403b Retirement Benefit
• Tuition Reimbursement
• Free Parking

Position Summary 

The Quality Outreach Specialist plays a critical role in connecting patients with essential healthcare services and resources while supporting ACO incentive program compliance. This position focuses on identifying and addressing care gaps, improving patient engagement, and ensuring positive healthcare experiences through proactive outreach and care coordination. The specialist will work to maximize compliance with quality measures while prioritizing person-centered care and effective communication. 

KEY RESPONSIBILITIES 

Patient Identification and Outreach 

·         Identify and contact patients with open care gaps and quality measure opportunities to assist with scheduling appointments, accessing services, and managing health conditions. 

·         Conduct comprehensive chart reviews using Athena, Expanse, Crisp, and other EHR systems to ensure viability of outreach targets 

·         Document all outreach attempts and outcomes in EHR and external data tracking systems to facilitate collaborative task completion 

·         Demonstrate understanding of quality measure parameters including denominator inclusion/exclusion criteria, numerator inclusion criteria, and measurement frequency 

·         Mitigate scheduling errors and other barriers that could impact campaign success 

Relationship Building and Patient Engagement 

·         Establish rapport and trust with patients to encourage engagement and adherence to care plans 

·         Embody Planetree philosophies in all interpersonal interactions, prioritizing person-centered care 

·         Follow standardized scripting for verbal outreach attempts and outcome documentation to ensure consistent messaging across outreach agents and clinics 

Care Coordination and Support 

·         Facilitate seamless communication between patients, providers, and other healthcare professionals 

·         Provide patients with education about their health conditions, treatment options, and available resources 

·         Assist patients with appointment scheduling, including reminder calls and pre-appointment instructions 

·         Identify and address barriers to care such as transportation, financial concerns, or language barriers 

·         Follow standardized patient triage guidelines to identify and escalate medical issues requiring immediate attention with appropriate documentation 

Documentation and Compliance 

·         Maintain accurate and confidential patient records, documenting all interactions and outreach activities 

·         Ensure strict HIPAA compliance in all interactions involving protected health information 

·         Generate reports on outreach activities and campaign outcomes 

·         Support quality improvement initiatives and ACO incentive program requirements 

Required Qualifications 

·         High school diploma or equivalent required; Associate degree preferred 

·         Previous experience in healthcare, customer service, or patient relations 

·         Strong verbal and written communication skills 

·         Proficiency with electronic health records (EHR) systems 

·         Knowledge of HIPAA regulations and patient privacy requirements 

·         Ability to work independently and manage multiple priorities 

·         Strong attention to detail and organizational skills 

·         Comfortable with technology and data entry systems 

Preferred Qualifications 

·         Experience with ACO programs or quality measures 

·         Background in healthcare outreach or care coordination 

·         Familiarity with Athena, Expanse, or Crisp systems 

·         Knowledge of Planetree patient-centered care philosophy 

·         Bilingual capabilities (specify languages based on patient population) 

·         Experience with patient triage and identifying urgent medical needs 

Work Environment 

·         Office-based position with extensive phone and computer work 

·         May require occasional travel to clinic locations 

·         Monday through Friday schedule to match office hours 

·         Collaborative team environment with regular interaction with clinical staff and providers  

This position directly supports our organization's commitment to improving patient outcomes and maximizing value-based care incentives while maintaining the highest standards of patient-centered care.