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Engagement Specialist PC

3 months ago

Asheville, United States Prefercare LLC Full time

As an Engagement Specialist Team Member, your primary responsibility will be to partner with primary care practices, their practice teams, clinicians, and office management teams to excel in successful value-based care delivery to their patients for better health outcomes at lower overall costs.

This role requires a personable activator with a special combination of creative problem-solving and collaborative skills to effectively navigate between and among patients, healthcare teams, and external partners to support patient engagement that truly makes a difference. 

The Engagement Specialist Team Member has a unique perspective on the effective delivery of PreferCare’s fundamental value of enabling our physician partners to achieve true value-based care. Your unique perspective is achieved through daily and close collaboration with the physician practice’s team, reviewing PreferCare-generated data that provides insights and recommendations for physician practices to optimize care delivery and enhance patient experience. You’ll analyze the results of PreferCare reports and help the practices with action plans to maintain and improve their results. Your unique role and close relationship with physician practice teams will allow you to quickly identify barriers to achieving program benefits and to achieving PreferCare Key Performance Indicators (KPIs).

ESSENTIAL JOB DUTIES:

To perform this job, an individual must accomplish each essential function satisfactorily, with or without a reasonable accommodation.  

Collaboration with Practice Teams:

• Be the primary engagement liaison between PreferCare and physician practice teams and represent PreferCare in the best way as the face of PreferCare to those teams in the day-to-day support of those teams, e.g., completion of Annual Wellness Visits, closing loops on HCC, STARs, and other activities contributing to higher quality scores, better patient engagement, and better outcomes.

• Work collaboratively with primary care clinicians, nurses, care coordinators, and other members of the healthcare team to identify issues, and creatively problem-solve to maximize the benefits of PreferCare programs and services.

• Participate in care team meetings to discuss patient cases, review referral patterns, and identify opportunities for optimizing care delivery and enhancing patient outcomes

Patient Engagement in PreferCare Programs:

• Be the patient’s advocate, understand each patient’s profile, identify opportunities for them to access their health plan benefits and services; educate them about the benefits of participating in PreferCare programs and assist them in enrolling in the most friendly, frictionless way, including completing necessary paperwork and coordinating appointments or referrals

• Help patients access community-based services by actively connecting patients to community services that are available to them.

Data Analysis and Reporting:

• Track KPIs, monitor program effectiveness, and identify areas for improvement.

• Present findings to practice teams and provide insights and recommendations for enhancing patient care, increasing program enrollment, and improving coordination with patients and their care teams. Communicate directly, effectively, and diplomatically to build trust at all points of collaboration.

• Support and educate practice teams about appropriate coding based on PreferCare data reports to each clinician. Ensure that appropriate practice team members are included in education opportunities relating to proper coding. 

Program Evaluation and Quality Improvement:

• Initiate, influence, and contribute to the ongoing evaluation of PreferCare’s patient outreach and engagement to improve patient experiences, outcomes, and to support value-based care objectives.

• Help identify best practices and areas for improvement in program implementation, patient engagement strategies, and overall coordination efforts.

• Initiate, influence, and contribute to continuous quality improvement initiatives to ensure individual, department, and company goals are met and exceeded.

• Other duties as assigned

QUALIFICATIONS: 

Required: 

• 2-3 years’ experience in the following:

• health care account management, healthcare administration, public health, or related field (or equivalent training and experience)

• knowledge of coding - ICD 10, CPT, HCC

• Proficiency with healthcare software applications.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with healthcare providers, patients, and external stakeholders.

• Ability to work independently and as part of a multidisciplinary team in a fast-paced healthcare environment.

• Commitment to promoting patient-centered care, improving patient outcomes, and advancing value-based care initiatives.

• Adaptable and personable.

Preferred: 

• Knowledge of value-based care models, healthcare quality measures, and reimbursement methodologies

• Experience in ICD10 coding, documentation, STARs, gap closures, HCC (hierarchal condition category) coding

• Experience working with EHR/EMR

Required Computer Software/Equipment Used:

• Cell phone, landline, VOIP (voice over internet protocol)

• Various medical office operating systems

• Standard office equipment

• Microsoft Office Suite applications

• Desktop, laptop and/or iPad

• Personal Protective Equipment (PPE)

• Electronic medical records

KEY PERSONALITY ATTRIBUTES:

Success in the role of the Engagement Specialist requires a combination of key personality attributes that contribute to effective communication, collaboration, active problem-solving, and patient advocacy. By embodying these key personality attributes, PreferCare Engagement Specialists can effectively support patients, healthcare teams, and PreferCare’s physician partners in achieving positive outcomes and advancing value-based care initiatives:

1. Empathy: Demonstrating empathy and compassion towards patients' needs and concerns is crucial for building trust and rapport, especially when discussing sensitive health-related topics or advocating for a patient’s interests within the healthcare system.

2. Communication Skills: Strong verbal and written communication skills are essential for effectively engaging with patients, healthcare providers, and external stakeholders. Clear and concise communication facilitates understanding, fosters collaboration, and ensures that information is conveyed accurately and respectfully.

3. Interpersonal Skills & Teamwork: Building positive relationships and working collaboratively with diverse individuals and teams are key to success in this role. Interpersonal skills such as active listening, conflict resolution, and diplomacy help navigate complex interactions and foster a supportive and inclusive work environment. Communicate very well with co-workers at all levels, internally and with physician office teams.

4. Problem-Solving Ability: The ability to identify challenges, analyze data, and develop creative solutions is essential for addressing barriers to patient enrollment, optimizing coordination processes, and driving continuous improvement in patient outcomes and program effectiveness.

5. Adaptability: Healthcare environments are dynamic and constantly evolving, requiring individuals in this role to adapt quickly to changes in patient needs, program requirements, or healthcare policies. Flexibility and adaptability enable proactive response to challenges and opportunities, ensuring that patient care remains responsive and effective.

6. Organizational Skills: Effective organization and time management skills are critical for managing multiple tasks, priorities, and deadlines in a fast-paced healthcare setting. Attention to detail and the ability to maintain accurate documentation and data records are also important for ensuring compliance and quality of care.

7. Patient Advocacy: Advocating for patients' rights, preferences, and access to quality care is a core aspect of this role. Being an effective patient advocate involves empowering patients to make informed decisions, addressing barriers to care, and facilitating equitable access to healthcare services and resources.

8. Professionalism: Demonstrating professionalism, integrity, accountability, and ethical conduct in all interactions is essential for building credibility, maintaining trust, and upholding the values and reputation of the healthcare organization and PreferCare program.

9. Ethical Behavior: Upholds organizational values and abides by state and federal regulations; maintains confidentiality of HIPAA information; treats others with respect.

SUPERVISORY RESPONSIBILITIES:  

• Does not have supervisory responsibilities

WORKING CONDITIONS:  

• Hearing and Audio-Visual: Good 

• Ability to lift to 40 pounds

• Pathogens: Risk of exposure to bloodborne pathogens and other contagious illnesses

• Subject to standing, walking, sitting, bending, reaching, kneeling, pushing and pulling, use of hands

• Work is typically performed in a physician practice; well-lit; comfortable temperature-controlled

• Engagements Specialists will be expected to engage in community-based activities, ride-alongs with field teams to patient homes, and other activities to strengthen connections among the patient, the practices, and the field team.

• Above-average conversational noise is frequent

• Position may require flexible hours, unscheduled overtime or occasional week-end work

• Must be able to speak and write in English

• Travel may be required

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EEO

This employer participates in E-Verify.