Specialist, Scheduling Outreach, Remote

Description

The Specialist, Scheduling Outreach is responsible for conducting emergency department, wellness, or

preventative service outreach calls to identified patients. This role will provide patient education about clinic appointment availability and identify and communicate if the patient has any care coordination or triaging needs from the supported practice.

The Specialist, Scheduling Outreach is responsible for conducting emergency department, wellness, or

Essential Duties & Responsibilities:

Conduct direct telephonic outreach to patients on the provided list

Follow standard messaging provided by Aledade while following the highest standard of customer service to assist patients in setting up an appointment with a member of our clinical care team in partnership with the patient’s primary care provider (PCP)

Apply motivational interviewing tactics to break down psychosocial barriers to scheduling appointments while keeping the patients’ best interests in mind

Act as a liaison for the patient and practice by directing calls to other appropriate individuals or departments as needed

Respond to incoming and outgoing calls, texts, and emails by providing direction to patients' questions and/or concerns

Educate patients on services offered by the practice(s)

Track outreach and outcome documentation in the Aledade App and/or in a shared Google Drive document or other tracking system provided by Aledade

Identify outreach trends and report back findings to the team, share creative ideas for increasing patient visits

Retain some degree of flexibility as outreach strategy may shift with greater data availability

Maintain a good collaborative working relationship with your designated market team & practice leadership team

Other duties as assigned

Required Skills and Abilities:

Understanding of and experience with call center performance operations

Experience working in a medical practice or healthcare setting is preferred

Experience & comfort using technologies such as a computer, telephone, and various types of electronic health record (EHR) platforms to document patient interactions and schedule patients for appointments

Medical Terminology certification is preferred

Must possess strong organizational skills

Ability to work independently

Proficient with Microsoft and Google applications

Strong communication skills

Strong motivational skills including conflict/dispute resolution techniques

Must have access to reliable high speed internet connection

Schedule: Monday-Friday 8:30am-5pm in your respective time zone, with the possibility of afternoons, evenings, and/or Saturday mornings

Education & Experience:

High School Diploma

2 yrs. of healthcare experience

1 yr. telephonic customer service experience

Call center experience preferred

Bilingual communication skills are a plus

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer