Access & Value Care Coordinator
About The Position
The Access & Value Care Coordinator serves as the primary liaison between the Health Care District and its outsourced Patient Access/Call Center partner while supporting value-based care and quality initiatives. This position focuses on oversight of call center quality and efficiency, coordination of access-related outreach, and identification and closure of care gaps through review of payer data and electronic health records. The role supports patient access, quality outcomes, and value-based performance and does not include direct supervision of call center staff. The role does not directly supervise call center staff and is designed as a hybrid administrative and coordination position supporting patient access, efficiency, and mission-driven care delivery
Responsibilities
- Serve as the primary point of contact for escalations, issues, and coordination between the Health Care District and the outsourced Patient Access/Call Center partner.
- Evaluate call center performance related to quality, accuracy, efficiency, and patient experience through audits, reports, and trend analysis.
- Coordinate, prioritize, and monitor outbound call campaigns including but not limited to hospital discharge follow-ups, new PCP assignments, after-hours call backs, and outreach events.
- Maintain and update the Master Call Center Reference Guide to ensure accurate and timely information regarding health center services, locations, hours, provider schedules, templates, time off, onboarding, and offboarding.
- Communicate operational updates and workflow changes to the outsourced call center and validate implementation.
- Coordinate and support training for new health center initiatives that require call center involvement.
- Review payer, insurance, and population health reports to identify care gaps and missed quality measures
- Coordinate with clinical teams and direct the outsourced call center to schedule patients to close identified care gaps.
- Assist with reviewing medical records and abstracting clinic data for HEDIS and other quality reporting requirements.
- Upload supporting documentation to payer portals, registries, and prescribed cloud-based platforms to substantiate closed care gaps.
- Ensure quality measures have complete and compliant supporting documentation.
- Obtain and organize monthly payer rosters and maintain corresponding electronic files.
- Complete discharge data reviews and coordinate patient outreach for follow-up care.
- Assist in collecting, organizing, and tracking value-based care and quality program data.
- Ensure all data handling complies with HIPAA and privacy regulations.
- Additional duties as assigned.
- Emergency duty may be required of the incumbent that includes working in Red Cross shelters or to perform other emergency duties including, but not limited to, responses to threats or disasters, manmade or natural. Additionally, incumbents are required to perform emergency response and management duties for Palm Beach County as required.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
