Care Coordinator and Patient Outreach Specialist - Referral Management, Southwestern Health Resources (SWHR)

Education

• High School Diploma or equivalent required.

Experience

• Require 2 years Healthcare Call Center or related experience.
• Referral Processing, Healthcare Scheduling or Health Care Office experience preferred.

Skills & Abilities

• Verbal and written communication skills to other staff, patients, vendors, and other contacts.
• Demonstrate the skill of patient confidentiality while handling all patient personal health information and records.
• Demonstrate experience in providing superior customer service in call center/healthcare customer service environment.
• Possess a strong work ethic and a high level of professionalism.
• Proficient computer skills including but not limited to Microsoft Office suite applications such as Word, Excel, and a variety of standard office equipment.
• A team player who handles multiple projects simultaneously in a fast paced environment.

Position Responsibilities

Patient Outreach Coordinator work their assigned patient with the goal of fulfilling care needs according to contractual requirements by scheduling patient appointments in the assigned PCP's EPIC, Flowcast and completing all documentation closing out each patient call.

Position Functions

• Work and maintain Salesforce, Arcadia queue assigned.
• Maintain outbound/inbound call quota set by management.
• Schedule patient appointments in the assigned PCP's Flowcast.
• Make outbound calls as determined by business needs.
• Update patient demographic information, insurance information & preferred contact information, as needed.
• Communicate all progress and issues with manager.
• Work on special projects as assigned.
• Performs other duties as assigned.
• Clinic communication of EMR call outcome via telephone message.
• Same day documentation of all call activity in SF, Arcadia via touches and interactions according to protocols met by management.
• Ensure patient confidentiality with the handling of all patient health information within the Electronic Medical Record system.
• Sending timely communication of patient reported care needs to appropriate Care.
• Coordination team members following protocols set by management.
• Contact clinic for initiating of patient removal following protocols set by management.
• Contact appropriate payer for contractual outreach protocols set by management.

Why Southwestern Health Resources 

As a Southwestern Health Resources employee, you’ll enjoy, comprehensive benefits, including a 401(k) with match; paid time off; competitive health insurance choices; healthcare and dependent care spending account options; wellness programs to keep you and your family healthy; tuition reimbursement; a student loan repayment program; and more.

Additional perks of being an SWHR employee:

• Gain a sense of accomplishment by contributing to a teamwork environment.
• Positively impact patients’ quality of life.
• Receive excellent mentorship, comprehensive training and dedicated clinical and administrative leadership resources.
• Enjoy opportunities for growth.

Explore Southwestern Health Resources Careers for more information and to search all career opportunities.

Our Recruitment team invites you to contact us with any questions at recruitment@texashealth.org.