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Patient Engagement Specialist

4 months ago

Hillsboro, United States Virginia Garcia Memorial Health Center Full time
Job DescriptionJob Description

Starting Pay Rate: $19.85/hr +DOE
Schedule: Monday-Friday 8am-5pm

At Virginia Garcia Memorial Health Center, we welcome diversity; we encourage, uplift, and are honored to serve people who have been historically underrepresented and underserved. Our mission is to provide high-quality, culturally appropriate healthcare to low-income residents of Washington and Yamhill Counties, with a special emphasis on seasonal and migrant farm workers and others with barriers to receiving healthcare. We strive to provide an inclusive environment that welcomes and values the diversity of the people we employ and serve.

If you are unsure whether you meet all of the required qualifications for this role but are interested and passionate about this potential position, we encourage you to apply.

Job Summary: The Patient Engagement Specialist (PES) functions as part of the Quality Team supporting all VGMHC sites and services in providing high quality care focused on patient safety and a patient-centered, trauma-informed experience for patients and their families. The PES works with our patient councils to assure the patient voice is central to our decision-making, engages patients as a part of the VG healthcare community, advocates for patients and their families at VG and with our community partners, and responds to their concerns and grievances. The role also participates in quality improvement, equity, and administrative projects.

Essential Duties and Responsibilities:

· Function as an integral part of the Quality team, attending “huddles” and team meetings and connecting with team members as needed.

· Promote a culture of being patient centered and trauma informed in the way the organization speaks about and communicates with patients and their families.

· Participate in VG and community-based workgroups to assure the patient remains at the center of the work and decisions being made.

· Accept patient calls and address or route issues to the appropriate program or person.

· Monitor the incident portal for events involving patients and their families and work with staff to facilitate a patient-centered and timely response.

· Help coordinate and participate in patient care conferences as needed.

· Document and report on incident types and outcomes.

· Facilitate and coordinate monthly Patient Council Meetings at each of the five primary care sites, including agenda development, note taking, and logistics.

· Actively recruit for Patient Councils, site visit panels, and other engagement opportunities.

· Promote patient engagement activities at health fairs and community events.

· Analyze and report on patient experience data received from a vendor conducting surveys twice a year.

· Develop and implement a bilingual patient “pulse survey” program across all sites.

· Coordinate quarterly provider peer review, data entry, and reporting.

· Participate in Quality Assurance and Improvement activities as assigned.

· Provide administrative and project support to the Quality and Compliance departments.

· Attend regular trainings as required.

· Perform other duties as assigned.

· Handle protected health information in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

HIPAA Requirements:

The Patient Engagement Specialist will have access to PHI in the course of their duties. Applying the minimum necessary standard of HIPAA, the designated record sets to which this employee will have access include: all sections of the medical record, patient demographic information in the practice management system, and incoming records, reports, results, consultations, etc. The Patient Engagement Specialist is required to read the content of these records only the extent needed to accomplish the assigned task.

Knowledge, Skills and Abilities Required:

  • Bilingual/bicultural proficiency (Spanish/English spoken and written).
  • Excellent Customer Service skills.
  • Strong skills with Excel data and graphs and with developing Power Point presentations.
  • Self-directed with excellent interpersonal, conflict resolution, problem solving and organizational skills.
  • Proficient with Microsoft office suite (Word, Excel, Outlook, PowerPoint).
  • Ability to self-manage and effectively organize and prioritize multiple and competing demands.
  • Ability to work in a timely, accurate, and detail-oriented manner.
  • High degree of integrity and professionalism.
  • Experience with group facilitation.
  • Ability to collaborate as part of a high functioning team.
  • Commitment and alignment to Virginia Garcia’s mission, vision and values.
  • Ability to work occasional evenings. Some patient councils may be scheduled outside of standard work hours to accommodate patient schedules.
  • Ability to travel to clinics and community partner agencies.
  • Valid driver’s license, reliable transportation, safe driving record and insurance coverage required.

Education and Experience:

  • Bachelor’s degree or at least four years of college education from accredited college required, preferably in health-related field, or equivalent combined education and experience.
  • Two years working experience in health-related field preferred.
  • Oregon qualification as Spanish medical interpreter preferred.

Behavioral Competencies

Accountability

  • Role model VG’s mission, vision, and shared values

Customer-Focus

  • Listen to the voice of the customer and strive to delight them by exceeding their expectations

Teamwork

  • If someone needs help, help them

Initiative

  • Be innovative, apply fresh ideas, and continuously improve how you do your work

Confidentiality

  • Maintain strict confidentiality and respect the privacy of others

Ethical

  • Demonstrate integrity, honesty, and stewardship in all encounters at work

Respect

  • Demonstrate consideration and appreciation for co-workers and patients

Communication

  • Demonstrate the ability to convey thoughts and ideas as well as understand perspective of others

Physical Requirements:

Percentage of time spent:

· Standing – 10%

· Walking – 10%

· Sitting – up to 80%

· Lifting/Carrying: less than 5%, may occasionally lift up to 20 lbs

· Must be able to type and read for extended periods

· Must be able to use the phone and other forms of communication

Working Environment/Physical Hazards:

· Work in well-lighted, ventilated office environment

  • Potential exposure to blood borne pathogens and hazardous chemicals

· Requires travel to VGMHC clinic sites in Washington and Yamhill County

Equipment used:

Office equipment:

· Computer

· Telephone, Fax, Copier, Scanner, Printer

Immunization:

Staff member must meet immunizations requirements as stated in VGMHC’s immunization policy.

Job description represent a general outline of the essential and major job duties, functions and qualifications required. They cannot be all-inclusive and comprehensive due to the dynamic nature of work performed to accomplish VGMHC’s Mission.

VGMHC is an Equal Opportunity Employer. No person is unlawfully excluded from consideration for employment because of race, color, religious creed, national origin, ancestry, sex, age, veteran status, marital status or physical challenges. The policy applies not only to recruitment and hiring practices, but also includes affirmative action in the area of placement, promotion, transfer, rate of pay and termination.