Retail Health Coordinator

Retail Health Coordinator

Requirements

• High School Diploma or equivalent is required. An associate degree is preferred.
• Minimum of 3-5 years of health care, customer service, patient relations and/or hospitality concierge experience required
• Naturally passionate about engaging and connecting members telephonically and communicating their health plan identified gaps with the ultimate goal of improving their health care outcomes
• Comfortable working in a dynamic role and open to continuous growth and evolution of responsibilities
• Ability to receive and act on feedback; curious and seeks to learn
• Strong computer, data entry, and typing skills; ability to work between multiple technology platforms; able to learn and utilize new technology as service evolves
• Proficiency in Microsoft Office applications, including Outlook, Word and Excel
• Strong organization skills and attention to detail
• Ability to multitask and prioritize while maintaining a pleasant and calm demeanor with members, patients and caregivers
• Ability to interact appropriately with others is important
• Self-starter and able to successfully work with minimal supervision
• Great problem solver with ability to collaboratively engage with members, patients, caregivers and other team members to create innovative solutions
• Understanding of health insurance, including local providers, general plan types and terminology
• Able to read instructions, reports and information on computer screens and key information on computers
• Ability to work independently and take initiative
• Good judgment and problem-solving skills
• Interpersonal and organizational skills
• Level of confidentiality
• Excellent time management skills
• Excellent customer service and communication (verbal, written, listening) skills

Responsibilities

• Coordinates patient flow throughout all scheduled appointments
• Interacts with customers/patients/members/coworkers telephonically and eventually through technology-based interactions, including video, email, text, etc and deliver healthcare reminders
• Reaches out to language line/interpreter when services are needed
• Schedules, tracks, and reconciles patient referrals and diagnostic tests, as appropriate
• Schedules tests per written workflows within Scheduler app via telephone or electronically and documents accordingly
• Demonstrates proficiency managing email in an Outlook account, and using remote communication software such as Skype Microsoft Teams and WebEx; able to demonstrate proficiency with Word, Excel, and experience documenting within an electronic health record like EPIC
• Adheres to care management, privacy and confidentiality, and quality management processes in compliance with regulatory, accreditation guidelines, company policies and procedures
• Attends weekly team huddles, intermittently, to stay connected with the Retail Health field and operation
• Provides superior customer service to internal and external clients, customers, and patients
• Communicates with clinical team, patients, and families on recommended patient care plans
• Assists with completing and tracking patient forms and letters
• Notifies clinical care team of any changes or barriers they encounter as appropriate
• Cross trains to other areas of the retail health management/Gaps in care, as appropriate
• Orientation and training of staff as assigned
• Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment
• Other responsibilities as assigned

Preferred Qualifications

• Certification/Licensure: Medical Assistant preferred
• Work experience in doctor office or coordination of care is advantageous
• Experience in a call center or telephonic care management setting preferred
• Certified Pharmacy Technician (CPhT) or other medical/customer service certification is a plus
• Prior experience handling sensitive information confidentially, including information referred to as PHI (patient health information) protected under HIPAA
• Experience with electronic medical records, e.g., Epic preferred
• Bilingual (Spanish) preferred
• One year of community-based experience preferred, particularly within an interdisciplinary care team, in addition to three to five years’ experience in a health care and/or office setting preferred