Patient Engagement Coordinator; Health Center Operations

The Centers•Cleveland, OH

17d

About The Position

This position plays an important role in advancing our mission and supporting the communities we serve. Under the supervision of the Site Manager, manages the efficiency of service delivery and practice flow, tracking of compliance measures, and ensures high level of customer service, professionalism and communication among staff at assigned Health Center location, partnering with staff to provide for the needs of patients. Facilitates collaboration at the site between clinical staff and clerical staff in order to promote patient engagement, ensure efficiency in practice flow, continuity of care, and advancement of service integration.

Requirements

Must possess a high degree of initiative, orientation toward process improvement, and demonstrated leadership qualities.
Must have a keen understanding of facilitation in a workgroup, considering feedback and suggestions for process improvement.
Must have strong organizational skills, strong critical thinking, must be solution-focused, flexible, and able to multitask in a fast-paced environment.
Must possess computer proficiency, including proficiency in Word, Excel, and the EMR (e.g. OCHIN/EPIC).
Must understand and embrace a systems approach to service delivery, as well as agency and program mission, philosophy, goals, and organizational values.
Must have an awareness of and sensitivity to the cultural diversity of the population served.
Must possess a high degree of professionalism, have strong communication skills, be assertive, and have the ability to engage patients and staff in building positive working alliances.
Must be a team player, able to work autonomously, be creative, assertive, resourceful and self-directed.
Must have experience in monitoring outcomes data and performance indicators.

Nice To Haves

Office management experience strongly preferred.

Responsibilities

Coordinates patient care through the clinic: checking in, signing in, escorting to exam rooms/offices if needed, answering questions, providing pre- and post-appointment service, and assisting with care coordination.
Assist providers with telehealth duties; virtual check-ins, initial scheduling and follow-up appointments.
Assists providers and counselors in managing client volume and client needs; actively makes decision to ensure client access while leveraging resources and maintaining a positive relationship.
Monitors and facilitates internal referrals through EHR system.
Assists with managing client wait times with provider’s schedules.
Answers enquiries by phone and in person in a helpful, respectful and efficient manner.
Facilitates schedule adjustment in response to clinical triage process, under direction of site leadership.
Analyzes and manages utilization and performance metrics.
Provides daily monitoring and oversees scheduling of pharmacologic management and primary care providers, to ensure service utilization is delivered efficiently and in response to patient need.
Actively collaborates between clinical, supervisory, and clerical staff to ensure effective and timely service delivery.
Cross train to support Patient Support Staff during call-offs and vacation coverage.
Other related duties as assigned upon securing a float Patient Engagement Coordinator.
Being assigned to work at other locations, as needed.