Outreach Supervisor
2 months ago
**PURPOSE**
Under the guidance of Population Health Nurse Manager, supervises the outreach specialists in the ARC Population Health department. Participates in department strategy development and process improvements. Ensures consistency and quality of work produced by direct reports. Also utilizing scheduling protocols, continues to contact pre-identified patients for follow-up medical care and schedules appointments. Receives telephone calls from patients requesting appointment scheduling as a result of letters mailed and/or automatic messaging. Makes critical decisions while talking to patients to handle issues presented. Works with member’s health plan to coordinate processes and resources where applicable. Carries out all duties while maintaining compliance and confidentiality and promoting the mission and philosophy of the organization.
**ESSENTIAL FUNCTIONS**
- Supervises, trains, coaches, and develops employees in Outreach team.
- Builds communication and teamwork by holding regularly scheduled staff meetings to communicate department and/ or organizational information.
- Responsible for and maintains records of attendance, on-going evaluation, time off requests, and counseling.
- Interviews prospective employees and communicates with Human Resources throughout the hiring process.
- Works with Learning and Development to coordinate onboarding and new hire training for new employees.
- Coordinates on-site training for new and existing staff members.
- Responsible for coverage arrangements when staff is on vacation or extended leaves
- Participates with management team in developing and working towards individual department goals.
- Evaluates staff performance and provides regular feedback to the staff.
- Coordinates with Human Resources to provide and document counseling or discipline, as appropriate.
- Coordinates workloads for Outreach team, ensuring department goals are met.
- Receives telephone calls from patients who have received letters or automatic messaging.
- Books appointments utilizing computer system. When booking appointments, also confirms and/or makes any changes to demographic information.
- Schedules appointments following protocols.
- Collaborates with Marketing staff to develop and maintain phone and written scripts for patient communications
- Handles complaints, errors and problems as presented by patients.
- Uses judgment to attempt to appoint patients who may resist Notifies appropriate departments of issues and errors (deaths & erroneous appointments for example).
- Notes issues with patient-generated list and directs update with business analyst.
- Interacts with doctors when their input regarding patients is needed.
- Collaborates with Analytics team to track outcomes of contact with patients.
- Prepares reports of roster outcomes for Population Health Management team.
- Builds communication and teamwork by holding regularly scheduled unit meetings.
- Acts as a resource to staff members and provides assistance to staff when requested and/or as necessary.
- Attends ongoing organizational leadership training to improve leadership and supervisory skills.
**OTHER DUTIES AND RESPONSIBILITIES**
- Performs other duties as assigned.
**QUALIFICATIONS**
**Education and Experience**
**Required**: High school diploma or GED. Two (2) or more years of experience working in outpatient medical setting, scheduling appointments.
**Preferred**:Supervisory or lead experience.
**Knowledge, Skills and Abilities**
- Broad knowledge of operations preferred.
- Ability to handle multiple projects simultaneously
- Excellent customer service skills.
- Excellent interpersonal & problem solving skills.
- Ability to work in a team environment.
- Ability to engage others, listen and adapt response to meet others’ needs.
- Ability to align own actions with those of other team members committed to common goals.
- Excellent computer and keyboarding skills, including familiarity with Windows. Ability to create, sort and manipulate data in Excel spreadsheets.
- Excellent verbal and written communication skills.
- Ability to manage competing priorities.
- Ability to perform job duties in a professional manner at all times.
- Ability to understand, recall, and communicate, factual information.
- Ability to organize thoughts and ideas into understandable terminology.
- Familiarity with community agencies and with how to make appropriate referrals to them.
- Ability to think critically and rationally for decisions that meet the patient and ARC’s needs.
- Ability to work independently.
- Ability to problem-solve and offer suggestions for process improvements to other coordinating departments.
- Ability to train and monitor staff to ensure compliance with federal, state and local regulations and established practices; implements new policies/procedures and keeps employees abreast of current changes and standards as they related to business needs.
- Bilingual in English and Spanish preferred.
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