Healthcare Outreach Coordinator
2 weeks ago
Position Title: Patient Outreach Specialist
Reports to: Administrative Supervisor - Value Based Care Programs
Role Summary:
The Patient Outreach Specialist (POS) serves as a crucial liaison between patients and Duke City Urgent Care. A proactive demeanor and exceptional service skills are vital for fostering positive patient interactions. The primary responsibility of the POS is to deliver comprehensive administrative support to staff, patients, and their families. Key duties encompass office management tasks such as handling phone calls, document processing, appointment scheduling, patient outreach, and ensuring precise data entry when gathering patient information.
The POS is tasked with liaising with patients and medical teams to guarantee timely scheduling, effective communication, and seamless service delivery, including Telehealth options.
Main Responsibilities:
- Provide customer support via phone and electronic communication for non-medical inquiries.
- Accurately gather and document patient data in medical records and forms from various sources.
- Manage incoming calls, take messages, and check voicemail.
- Utilize strong customer service skills to book appointments and interact with healthcare providers and insurance representatives.
- Open relevant applications to facilitate scheduling and team communication.
- Conduct registration processes, including insurance verification and patient payment collection with precision.
- Collaborate on scheduling strategies to optimize provider availability through Duke City services, including Telehealth.
- Process referrals and engage in outreach for new patients.
- Participate in initiatives aimed at enhancing patient communication.
- Maintain an organized and tidy workspace.
- Act as a supportive team member.
- Complete additional tasks as assigned.
Accountability Standards:
The POS will be responsible for the following:
- Documenting patient inquiries, messages, and appointment details accurately and promptly, using proper grammar and attention to detail.
- Understanding payer practices, including In-Network and Out-of-Network eligibility.
- Exhibiting strong attention to detail.
- Demonstrating the ability to multitask and perform effectively under pressure.
- Addressing complex patient issues and managing escalated calls and complaints.
- Tracking and meeting key performance indicators (KPIs) and team objectives.
Qualifications:
- At least one year of relevant experience in a healthcare or customer service role.
Educational Requirements:
- High School Diploma or equivalent.
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