Patient Outreach & Compliance Specialist

Prisma Community Care • Phoenix, AZ

19d

About The Position

The Patient Outreach & Compliance Specialist plays a crucial role in improving patient health outcomes by improving consistent appointment compliance, fostering patient engagement in care, supporting medication management, assisting with pharmacy benefits and programs, and providing guidance in navigating healthcare resources within our integrated care model. This position is responsible for building strong, trust-based relationships with patients to enhance their overall care experience. The Specialist will collaborate closely with healthcare teams to monitor patient progress, identify barriers to care, and empower patients to take an active role in managing their health. Through personalized outreach, education, and resource support, the Specialist will help patients stay on track with their treatment plans, contributing to better health outcomes and patient satisfaction.

Key responsibilities include leveraging data for proactive outreach to patients regarding appointments, medication assistance, refills, care plan adherence, and providing timely resources or referrals for additional services. The role requires a compassionate and patient-centered approach to help individuals overcome obstacles to their care, ensuring a seamless and supportive healthcare journey.
The Patient Outreach & Compliance Specialist supports the Prisma Community Care mission of providing affirming and inclusive services to promote well-being and advance health equity for diverse communities and all those seeking compassionate care - especially people of color, 2SLGBTQIA+ and Queer individuals, and those affected by HIV.

Requirements

• You have 2 or more years of experience as a Medical Assistant, Patient Care Coordinator, Referral Coordinator, or other closely related healthcare experience.
• You have earned your high school diploma or equivalent.
• You must be professional, flexible, caring, and compassionate while exhibiting a congenial and sensitive attitude toward patients.
• You have demonstrated the ability to establish rapport and maintain effective communication with culturally diverse populations from a wide range of life circumstances and backgrounds.
• You have excellent computer skills with proficiency in Microsoft Office (Word, Excel, Power Point, Outlook) and EHR software.
• You are a highly organized, meticulous self-starter with excellent critical thinking skills and the ability to assess organizational needs. You will also need to be able to establish priorities and multi-task effectively while maintaining a cheerful outlook.
• You have strong people skills to serve a variety of people and the proven ability to work independently while collaborating with others.
• All agency employees must be able to work effectively in a mission-driven agency whose clients and staff exhibit significant diversity with respect to race, ethnicity, sex, gender identity, sexual orientation, socio-economic status, nationality, and religion.
• Currently have, or be able to obtain within 90 days of employment, a valid Fingerprint Clearance Card
• Currently have, or are able to obtain within 7 days of employment, a clear TB test
• Currently have, or are able to obtain within 7 days of employment, a current flu vaccination
• Currently have, or are able to initiate within 7 days of employment, a Hepatitis-B primary vaccination series
• Currently have, or are able to obtain within 14 days of employment, a CPR certification

Nice To Haves

• You have graduated and received a certificate of completion or diploma from an approved and accredited (CAAHEP or ABHES) medical assisting training program.
• You have experience in Integrated Care settings.
• You have experience working in eClinicalWorks.
• You have experience working with Microsoft PowerBI.
• You possess a current 340B ACE Certification.
• You are bilingual in Spanish and English demonstrating Speaking & Listening skill.

Responsibilities

• Care Coordination
• Facilitate appointment coordination & care continuity
• Provide proactive outreach and reminders to patients on appointments and care plans.
• Monitor appointment no-show rates and cancellations.
• Implement strategies to minimize missed appointments to improve patient engagement and care continuity.
• Encourage patient engagement & relationship building
• Develop and maintaining trust-based, supportive relationships with patients.
• Encourage active participation in health management and care decisions.
• Provide medication management support
• Assisting patients with medication adherence, refills, and understanding prescriptions.
• Providing support with navigating of pharmacy benefits, discount programs, and access to necessary medications.
• Monitor care plans & provide support
• Collaborating with healthcare teams to track patient progress and care plan compliance.
• Identifying barriers to care and collaborate with patients to overcome them.
• Give personalized outreach & education
• Conducting individualized outreach to educate patients on their health conditions and treatment plans.
• Providing clear and compassionate guidance tailored to patient needs.
• Provide resource navigation & referrals
• Helping patients navigate available healthcare resources and connecting them to needed services.
• Providing timely referrals to community or clinical support programs.
• Utilize health care data to identify care gaps and initiate targeted communication regarding:
• Missed appointments, medication needs, and health plan follow-through.
• Provide patient advocacy & barrier resolution
• Advocating for patients by addressing social, logistical, or financial obstacles to care.
• Maintaining a patient-centered approach to problem-solving and support.
• Data & Compliance
• Provide data reporting and analysis while:
• Leveraging EMR and available resources to extract and analyze project-specific data.
• Maintaining and collaborating on data-driven dashboards provided to leadership for decision-making.
• Conduct compliance monitoring
• Performing regular 340B Program audits to maintain compliance with HRSA.
• Reviewing and maintaining 340B program compliance documentation for audit preparedness.
• Collaborating with healthcare teams to implement regular compliance & QI processes.

Benefits

• 200 hours of PTO per year
• Up to 13 paid holidays per year
• Medical, dental, and vision insurance
• Basic life, short-term, and long-term disability insurance paid by Prisma Community Care
• Employee Assistance Plan (EAP)
• Retirement savings

What This Job Offers

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