Patient Outreach and Engagement Coordinator

RiverStone Health • Billings, MT

3h • $19 - $23 • Onsite

About The Position

The Patient Outreach and Engagement Coordinator supports patient outreach, communication, and administrative workflows that promote access and continuity of care. This position conducts appointment reminders, missed appointment follow-up, patient engagement and attribution outreach, and assists with document and communication management within the electronic health record. The coordinator serves as a connection point for patients by providing basic information, scheduling support, and routing patients to appropriate clinical or support services when additional assistance is needed.

Requirements

• High school diploma or equivalent
• Customer service experience
• Experience working in a medical setting
• Data entry and Microsoft Office Suite experience
• Any combination of experience and training which provide the equivalent scope of knowledge, skills, and abilities necessary to perform the work.
• Computer literacy, in Microsoft Office Suite.
• Knowledge of modern office procedures, practices and equipment.
• Ability to maintain a calm and positive demeanor during difficult client interactions.
• Ability to display non-judgmental and empathetic listening skills.
• High degree of detail-oriented skill level.
• Ability to work collaboratively and maintain a positive work environment.
• Ability to communicate clearly and effectively with supervisors, co-workers and customers.
• Ability to prioritize and perform a wide range of tasks under pressure of continuous interruptions.
• Ability to perform job duties with integrity and innovation to ensure completion and a high level of quality.
• Ability to understand and adhere to required administrative policies and procedures.
• Doing things right the first time
• Making people feel welcome
• Showing respect for each customer
• Anticipating customer needs and concerns
• Keeping customers informed
• Helping and going the extra mile
• Responding quickly
• Protecting privacy and confidentiality
• Demonstrating proper telephone etiquette
• Taking responsibility for handling complaints
• Being professional
• Taking ownership of your attitude toward Service Excellence.
• Valid Montana Driver’s License

Nice To Haves

• Strong communication and customer service skills
• Attention to detail and data accuracy.
• Ability to handle sensitive patient information with confidentiality.
• Experience with healthcare systems, EHRs, or care coordination processes
• Time management and ability to manage high-volume outreach.

Responsibilities

• Conduct outbound calls for appointment reminders, missed appointment follow-up, and patient engagement activities.
• Utilizing the tenants of a Patient-Centered Medical home, conduct outbound calls to patients to engage in care with their primary or care team provider.
• Conduct approved patient outreach activities in support of clinic engagement, appointment adherence, and access initiatives.
• Document all outreach attempts, patient interactions, and scheduling outcomes in the electronic health record (EHR) system.
• Assist care teams with special population health initiatives.
• Identify barriers to care (e.g., transportation, scheduling conflicts) and escalate to appropriate team members when needed.
• Ensure compliance with HIPAA and patient confidentiality standards during all communications.
• Maintain accurate, up‑to‑date documentation in the electronic health record (EHR)
• Receive, review, and process incoming medical records from outside providers, hospitals, specialists, labs, etc.
• Perform document storage, assignments, scanning, and upload into the EHR
• Route records to appropriate clinical and administrative staff for review and action
• Route requests for records from outside providers.
• Request missing or incomplete documentation as needed.
• Answer incoming calls, provide accurate information to callers, take messages, and direct calls to the appropriate staff members.
• Actively participate in team meetings and contribute to workflow improvement initiatives.
• Provide cross-coverage for administrative duties as needed to support team operations.
• Follow up with internal staff and external partners to ensure client needs and services are effectively addressed.
• Maintain up-to-date knowledge of program changes, including applicable state and federal regulations.
• Contribute ideas and participate in quality improvement and quality assurance efforts.
• Attend and engage in regularly scheduled staff meetings.
• Keep immediate supervisor and designated others accurately informed concerning work progress.
• Perform other duties as assigned in support of RiverStone’s mission and goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED