Centralized Outreach Assistant

Schedule

Full Time: Monday – Friday Days; 50% remote

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.

Physical Demands:

• Standing – Occasionally
• Walking – Occasionally
• Sitting – Frequently
• Reaching – Rarely
• Talking – Frequently
• Hearing – Frequently
• Repetitive Motions – Occasionally
• Eye/Hand/Foot Coordination – Occasionally

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.

WellSpan Health’s vision is to reimagine healthcare through the delivery of comprehensive, equitable health and wellness solutions throughout our continuum of care. As an integrated delivery system focused on leading in value-based care, we encompass more than 2,300 employed providers, 250 locations, nine award-winning hospitals, home care and a behavioral health organization serving central Pennsylvania and northern Maryland. Our high-performing Medicare Accountable Care Organization (ACO) is the region’s largest and one of the best in the nation. With a team 23,000 strong, WellSpan experts provide a range of services, from wellness and employer services solutions to advanced care for complex medical and behavioral conditions. Our clinically integrated network of 3,000 aligned physicians and advanced practice providers is dedicated to providing the highest quality and safety, inspiring our patients and communities to be their healthiest.

WellSpan Medical Group

The WellSpan Medical Group is comprised of almost 5,000 employees and growing fast! We have medical practices that represent 51 specialty areas of medicine across 77 locations throughout Central Pennsylvania and Northern Maryland. Wherever your patient care interests fall – whether it’s caring for babies, to end of life care, or anywhere in between to include urgent care – join our amazing team and learn for yourself why WellSpan was just recognized in the Forbes’ list of the 100 best employers in Pennsylvania, with a ranking of No. 24!

Working together, our goal is to improve lives through exceptional care for all, lifelong wellness and healthy communities. Our culture is one of respect, diversity and inclusion.

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