Patient Engagement Coordinator (INTERNAL ANNOUNCEMENT)

1. SUMMARY:

The Patient Engagement Coordinator serves a key role in helping to eliminate the delay of preventive and/or routine care. The Patient Engagement Coordinator communicates with our patients to optimize patient engagement. Some responsibilities include but are not limited to monitoring outreach (telephonic, text and email) to schedule and confirm appointments. Working in close collaboration with other internal teams, the Patient Engagement Coordinator supports provider practices by reconciling schedules, performing patient outreach and other administrative tasks to confirm telehealth and in-office appointments are kept; thereby ensuring the closure of gaps in care.

1. RESPONSIBILITIES:
2. Knowledge and understanding of Employee Handbook.
3. Carry out the meaning of the CSMD Mission and Vision statements.
4. Practice a culture of safety to reduce or prevent risk of injury, claims, loss, or liability by utilizing the Risk Management and Infection Control Plan.
5. Perform responsibilities with a high-quality standard to yield improved compliance, quality, and patient outcome measures by adhering to the Quality Improvement Plan.
6. Be present and ready for work as scheduled.
7. Attend in-service trainings, departmental meetings, and community events.
8. Work cohesively with team members.
9. Effectively informs and educates patients by properly setting expectations with patients about what they should provide and expect at their appointment and other details that will facilitate a positive patient experience.
10. Project a friendly and upbeat tone when greeting and interacting with patients, families, providers, and coworkers in a courteous, friendly, and professional manner.
11. Assist Patient Engagement Operations Manager or Operation Manager with training and monitoring Front Desk and Call Center Staff.
12. Assist with maintaining inventory of supplies and submit purchase requisitions to replenish office and housekeeping supplies.
13. Assist with coordinating work of building and equipment contracts/vendors for repairs, maintenance, and routine inspections with Director of Facilities
14. Displays attention to detail, documents messages in the EMR, where applicable, and follows call center protocols regarding urgent and routine calls.
15. Maintain accurate confidential records of patients' interactions or transactions by following patient privacy protocol, recording details of inquiries, complaints, or comments, as well as actions taken.
16. Adhere to all practice rules regarding documentation and access to EMR systems.
17. Serve as the Front Desk Superuser and motivates Patient Engagement team
18. Review, verify, and document in the EHR insurance eligibility for patients.
19. Conducts household income assessment to calculate sliding fee scale costs for services and updates promissory notes accordingly.
20. Assist in chart audits ensuring that all patient documents are complete and updated.
21. Assist with overseeing Provider schedules ensuring that providers are not being overbooked and the schedules are balanced throughout the practice.
22. Work closely with Front Desk staff to ensure patients have the appropriate documentation to receive care which includes verification of income, insurance and ensures proper authorizations are in place prior to the delivery of service.
23. Work closely with Eligibility Specialist notifying patients of the current and past due balances, arranging payment plans.
24. Assist team members with troubleshooting issues
25. Monitor clinic flow
26. Resolve patient issues or escalate issues to Director of Clinical Operations or Operations Manager
27. Attend all required meetings and trainings.
28. Responsible for monitoring scheduling of appointments for services
29. Responsible for clearing message boxes in EMR system including, no shows, reschedules, emails, scans, and faxes.
30. Give instructions, within in scope of authority, to clients as instructed by doctors, medical and clinical staff.
31. Carry out routine checks to ensure safety and security.
32. Work collaboratively with teams across the organization
33. Monitor and ensure all related reports and information is captured and documented in EMR system
34. Assist with Managing data and provides periodic reports on encounters, demographics, kept appointments, cancellations, etc.
35. Reconcile money collected and completes end of day financial reports and duties including preparing batch to deposit.
36. Identify and recommend operational improvements
37. Lead team huddles
38. Assist with engaging clients directly to coordinate care and direct them accordingly.
39. Ensure the privacy and security of protected health information per HIPAA requirements. Provide the highest level of customer service to patients, fellow employees and referral sources, maintains and monitors client waiting areas.
40. Follows and actively participates in CSMD's Quality Management Plan and adheres to standards of improvement accordingly.
41. Performs all job responsibilities in full compliance with all applicable laws, rules, regulations, policies, and procedures.
42. Complete projects timely.
43. Other duties as assigned which could include special projects and assignments.

1. REQUIREMENTS:
2. High School Diploma or Equivalent
3. CMA preferred
4. One year of call center or customer service experience preferred.
5. Detail oriented
6. Must have ability to learn using medical and dental Electronic Health Records; must have strong computer skills.
7. Must demonstrate a positive demeanor, and excellent verbal and written communication skills.
8. Must have exceptional interpersonal communication skills to communicate effectively with callers in accordance with established policies and procedures.
9. Must be able to effectively resolve conflicts and function in a team environment.
10. Must have strong ability to multitask.

1. SUPERVISES

N/A

1. PHYSICAL REQUIREMENTS:
2. Visual acuity-always.
3. Hand-eye coordination- always.
4. Manual dexterity – always for fine manipulation of keyboard
5. Lifting approximately 10-15 lbs.
6. Pushing, Pulling- sometimes
7. Stooping, Bending, and Standing- sometimes.
8. Must have strong ability to multitask.

1. WORK ENVIRONMENT:
2. Indoor, environmentally controlled.
3. Exposure to disease or infections
4. No vibrations.
5. Exposure to artificial and /or natural light.
6. Exposure to outdoor weather elements.