Centralized Outreach Assistant - York County

Schedule

Full Time: Monday - Friday; Remote with some on-site

Benefits Offered

• Comprehensive health benefits
• Flexible spending and health savings accounts
• Retirement savings plan
• Paid time off (PTO)
• Short-term disability
• Education assistance
• Financial education and support, including DailyPay
• Wellness and Wellbeing programs
• Caregiver support via Wellthy
• Childcare referral service via Wellthy

General Summary

Serves in a role to support providers and their support staff to achieve the quality outcomes with the goal of optimizing patients' health and wellbeing. This position requires excellent phone-based customer service skills, clear verbal and written communication, ability to follow directions to track and complete a series of complex tasks, basic administrative skills and comfort using technology to track and manage work tasks (Word, Excel, Adobe, and tracking databases). To be effective, the specialist must enjoy communicating with patients via telephone, have a can-do attitude, and an interest in supporting patients, healthcare, and advocacy.

Duties and Responsibilities

Essential Functions:

• Conducts outreach to patients by phone, mail, MyChart secure messaging, and in-person to schedule appointments for services on behalf of the offices.
• Utilizes a variety of outreach strategies to engage various patient populations.
• Completes chart reviews to identify and close preventative care gaps.
• Identifies the root cause of gaps in use of services such as physician access through discussion with patients.
• Works closely with the practice team to support patient engagement and confirms the patient has connected with resources, as appropriate.
• Coordinates with offices to perform medication refill requests as directed.
• Supports Horizon Planning process.
• Provides excellent phone-based customer service skills, engages patients using motivational interviewing.
• Processes requests for patient information according to policies and procedures, including record copy service and form tracking.
• Types various notes, letters, memos and reports, as needed. Proofs materials for errors.
• Complies with all HIPAA rules and regulations.
• Processes mail including scanning and tasking if applicable.

Common Expectations:

• Demonstrates a commitment to patients, visitors and staff by: complying with all applicable safety regulations; learning the impact of medical errors and methodology that will lead to reduction of errors; reporting actual and potential errors into the Safety Reporting System (SRS System), as well as hazardous conditions; identifying opportunities to standardize processes and "error proof" systems that will lead to increased safety; and participating in safety education programs and root cause analyses as required.
• Maintains established policies and procedures, objectives, quality assessment, safety, environmental and infection control standards.
• Maintains the cleanliness of work areas as required.
• Maintains professional growth and development.

Required for All Jobs:

• Performs other related duties as identified.
• WellSpan Health has adopted and implemented a compliance program to support WellSpan's values and standards for professionalism, integrity, and ethics. Expected to support and meet the values and standards of the organization and the performance expectations of the job, the department, and the compliance program.
• WellSpan Health has adopted and implemented a privacy program to safeguard the patient information and the business and operational information of the organization. Expected to support and meet the values and standards of the organization to safeguard patient and business/operational information.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Qualifications

Minimum Education:

• High School Diploma or GED Required
• Certificate Program Professional Medical, Administrative or Business School. Preferred

Work Experience:

• 1 year Customer service experience. Required and
• 2 years Experience in a primary care or specialty office. Required

Licenses:

• Basic Life Support Upon Hire Required
• Certified Medical Assistant Upon Hire Preferred

Courses and Training:

• Medical terminology. Upon Hire Required

Knowledge, Skills, and Abilities:

• Proficient communication skills including SBAR technique.
• Ability to effectively present clinical information to the care team;
• Proficient in navigating and entering information into an electronic health record.
• Models team work.
• Self-motivated and dependable.
• Able to work independently.