Centralized Outreach Assistant

Job Identification 230194

Job Category Clinical Care

Job Schedule Full time

Job Shift Shift1 - Day

Locations 785 5th Ave, Chambersburg, PA, 17201, US

Assignment Category Not Applicable

FTE 1

Job Description

Schedule: Monday - Friday 8am-5pm

General Summary

Serves in a role to support providers and their support staff to achieve the quality outcomes with the goal of optimizing patients' health and wellbeing. This position requires excellent phone-based customer service skills, clear verbal and written communication, ability to follow directions to track and complete a series of complex tasks, basic administrative skills and comfort using technology to track and manage work tasks (Word, Excel, Adobe, and tracking databases). To be effective, the specialist must enjoy communicating with patients via telephone, have a can-do attitude, and an interest in supporting patients, healthcare, and advocacy.

Responsibilities

Duties and Responsibilities

Essential Functions:

• Conducts outreach to patients by phone, mail, MyChart secure messaging, and in-person to schedule appointments for services on behalf of the offices.

• Utilizes a variety of outreach strategies to engage various patient populations.

• Completes chart reviews to identify and close preventative care gaps.

• Identifies the root cause of gaps in use of services such as physician access through discussion with patients.

• Works closely with the practice team to support patient engagement and confirms the patient has connected with resources, as appropriate.

• Coordinates with offices to perform medication refill requests as directed.

• Supports Horizon Planning process.

• Provides excellent phone-based customer service skills, engages patients using motivational interviewing.

• Processes requests for patient information according to policies and procedures, including record copy service and form tracking.

• Types various notes, letters, memos and reports, as needed. Proofs materials for errors.

• Complies with all HIPAA rules and regulations.

• Processes mail including scanning and tasking if applicable.

Common Expectations:

• Demonstrates a commitment to patients, visitors and staff by: complying with all applicable safety regulations; learning the impact of medical errors and methodology that will lead to reduction of errors; reporting actual and potential errors into the Safety Reporting System (SRS System), as well as hazardous conditions; identifying opportunities to standardize processes and "error proof" systems that will lead to increased safety; and participating in safety education programs and root cause analyses as required.

• Maintains established policies and procedures, objectives, quality assessment, safety, environmental and infection control standards.

• Maintains the cleanliness of work areas as required.

• Maintains professional growth and development.

Qualifications

Qualifications

Minimum Education:

• High School Diploma or GED Required

• Certificate Program Professional Medical, Administrative or Business School. Preferred

Work Experience:

• 1 year Customer service experience. Required and

• 2 years Experience in a primary care or specialty office. Required

Licenses:

• Basic Life Support Upon Hire Required

• Certified Medical Assistant Upon Hire Preferred

Courses and Training:

• Medical terminology. Upon Hire Required

Knowledge, Skills, and Abilities:

• Proficient communication skills including SBAR technique.

• Ability to effectively present clinical information to the care team;

• Proficient in navigating and entering information into an electronic health record.

• Models team work.

• Self-motivated and dependable.

• Able to work independently.

Benefits Offered:

• Comprehensive health benefits

• Retirement savings plan

• Paid time off (PTO)

• Education assistance

• Financial education and support, including DailyPay

• Expanded Paid Parental Leave

For additional details: Benefits & Incentives | WellSpan Careers (joinwellspan.org) (https://www.joinwellspan.org/benefits/)

WellSpan Health is an Equal Opportunity Employer. It is the policy and intention of the System to maintain consistent and equal treatment toward applicants and employees of all job classifications without regard to age, sex, race, color, religion, sexual orientation, gender identity, transgender status, national origin, ancestry, veteran status, disability, or any other legally protected characteristic.