Boston Medical Center
POSITION SUMMARY:
The Value based Care Outreach Specialist will be responsible for managing outbound communications to patients to assist with the booking and coordination of primary care appointments. The outreach specialist will handle patient inquiries, scheduling or rescheduling appointments, insurance verification and triaging calls to the appropriate team member. The Outreach Specialist will play a crucial role in ensuring patients receive timely and appropriate access to primary care appointments and other related needed care.
Position:
Value Based Care Outreach Specialist Department:
Value Based Care Schedule:
Full Time ESSENTIAL RESPONSIBILITIES / DUTIES: Assists with the scheduling of patient appointments and/or re-schedules any missed appointments
Communicates with patients and staff using multiple communication methods via telephone, online chat, email, fax and/or mail
Answers and resolves patient inquires, in a professional, empathetic and patient-centered way, through the use of effective listening, written and verbal communication skills
Uses a computerized scheduling system to schedule/reschedules appointments determining the right amount of time required for each patient appointment
Acknowledges all patient concerns and refers higher complexity patients to navigators or nurse
Provides directions as needed including providing language specific home instructions as well as instructions for any required labs or imaging
Escalates appropriately any issues that fall outside of an existing protocol or process to meet the needs of the patient
Attends scheduled training sessions for phone support, customer service, systems upgrades, newly acquired clinical systems, or other relevant training sessions as directed by program lead
General Duties and Standards Adapts to changes with departmental needs including but not limited to: offering assistance to other team members, floating, adjusting assignments, etc.
Conforms to hospital standards of performance and conduct, including those pertaining to patient rights and HIPAA and privacy rules, so that the best possible customer service and patient care may be provided
Utilizes hospital’s behavioral standards as the basis for decision making and to support the department and the hospital’s mission and goals
Follows established hospital infection control and safety procedures
Performs other duties as assigned to support overall department priorities Must adhere to all of BMC’s RESPECT behavioral standards. (The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required). JOB REQUIREMENTS EDUCATION: A minimum of a High School diploma/GED is required.
CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED : None
EXPERIENCE: Experience working with patients in a healthcare or community based setting (preferred)
Previous customer services experience (preferred)
KNOWLEDGE AND SKILLS: Strong communication (oral and written), interpersonal, organizational, and record keeping skills
Must be comfortable using multiple advanced communication tools
Ability to document work in aprofessional andefficient manner
Ability to handle multiple tasks and responsibilities at the same time effectively
Ability to work independently and as part of a team
Ability to maintain confidentiality and sensitivity to cultural differences
Ability to be flexible and easily adapt to change
Knowledge of software applications such as Microsoft Office and electronic medical record systems
Bilingual or multi-lingual skills appropriate to the patient population served (Spanish or Haitian Creole) are a big plus
Equal Opportunity Employer/Disabled/Veterans According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website and applications are received only through our website. We do not ask or require downloads of any applications, or “apps” job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment.
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Value Based Care Outreach Specialist Department:
Value Based Care Schedule:
Full Time ESSENTIAL RESPONSIBILITIES / DUTIES: Assists with the scheduling of patient appointments and/or re-schedules any missed appointments
Communicates with patients and staff using multiple communication methods via telephone, online chat, email, fax and/or mail
Answers and resolves patient inquires, in a professional, empathetic and patient-centered way, through the use of effective listening, written and verbal communication skills
Uses a computerized scheduling system to schedule/reschedules appointments determining the right amount of time required for each patient appointment
Acknowledges all patient concerns and refers higher complexity patients to navigators or nurse
Provides directions as needed including providing language specific home instructions as well as instructions for any required labs or imaging
Escalates appropriately any issues that fall outside of an existing protocol or process to meet the needs of the patient
Attends scheduled training sessions for phone support, customer service, systems upgrades, newly acquired clinical systems, or other relevant training sessions as directed by program lead
General Duties and Standards Adapts to changes with departmental needs including but not limited to: offering assistance to other team members, floating, adjusting assignments, etc.
Conforms to hospital standards of performance and conduct, including those pertaining to patient rights and HIPAA and privacy rules, so that the best possible customer service and patient care may be provided
Utilizes hospital’s behavioral standards as the basis for decision making and to support the department and the hospital’s mission and goals
Follows established hospital infection control and safety procedures
Performs other duties as assigned to support overall department priorities Must adhere to all of BMC’s RESPECT behavioral standards. (The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required). JOB REQUIREMENTS EDUCATION: A minimum of a High School diploma/GED is required.
CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED : None
EXPERIENCE: Experience working with patients in a healthcare or community based setting (preferred)
Previous customer services experience (preferred)
KNOWLEDGE AND SKILLS: Strong communication (oral and written), interpersonal, organizational, and record keeping skills
Must be comfortable using multiple advanced communication tools
Ability to document work in aprofessional andefficient manner
Ability to handle multiple tasks and responsibilities at the same time effectively
Ability to work independently and as part of a team
Ability to maintain confidentiality and sensitivity to cultural differences
Ability to be flexible and easily adapt to change
Knowledge of software applications such as Microsoft Office and electronic medical record systems
Bilingual or multi-lingual skills appropriate to the patient population served (Spanish or Haitian Creole) are a big plus
Equal Opportunity Employer/Disabled/Veterans According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website and applications are received only through our website. We do not ask or require downloads of any applications, or “apps” job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment.
#J-18808-Ljbffr