The Quality Outreach Representative is primarily responsible for the outreach to and successful scheduling of patients that are due for preventive care services and chronic disease management following HEDIS guidelines for AltaMed patients. This position is responsible for contacting, educating, and scheduling patients for services, as well as answering in-bound patient questions in response to AltaMed’s HEDIS outreach campaigns. The Quality Outreach Representative is responsible for the tracking, monitoring and reporting of outcomes related to outreach efforts in effort to improve HEDIS rates and patient outcomes. This position reports directly to the Call Center Supervisor for operational performance; scope of work and deliverables to be assigned to Contact Center by the Director/Manager of Quality Improvement to align with organizational quality goals.
Initiate a high-volume of calls to outreach to patients due for preventive and chronic care services and successfully schedule patients for services in accordance with AltaMed’s Appointment Scheduling Policy.
Follow-up with patients who have failed to keep an appointment for preventive/chronic care services in an effort to re-schedule.
Answer in-bound patient questions in response to patient mailings, incentive offers, or other AltaMed outreach campaigns via various forms of communication (e.g., email, phone). Educate patients on the services due, answer questions, schedule appointments, and triage patient questions appropriately.
Provide patient education/health education about importance of preventive care and/or chronic disease management to encourage patient compliance.
Maintain and track all outreach efforts and outcomes utilizing computer system or database as designated by AltaMed.
Collect/Update/Verify all pertinent patient demographic and insurance information.
Produce reports as requested by management.
Relay patient questions, requests and other calls to the appropriate person/department.
Perform all other related duties as assigned.
High-School Diploma or equivalent required.
Health Educator/CHES or Medical Assistant certification preferred.
Prefer minimum one year experience in customer service initiatives working with a heavy call volumes.