Patient Outreach Representative - Roseburg

P3 Health Partners•Roseburg, OR

3d•Onsite

About The Position

Patient Outreach Representative Purpose: The Patient Outreach Representative is a critical role at P3 Health Partners that helps ensure our patients are educated and scheduled for the care they need. This role manages outbound and inbound calls with our patients to help them schedule office visits with their PCP, an in-home assessment, or on our mobile clinic units. Additionally, this role is essential to educating our patients on their Medicare Advantage benefits, chronic condition and quality screening opportunities, connecting them with other resources, and providing meaningful patient experience. This position is 100% on-site.

Requirements

High school diploma, GED, or equivalent experience
Proficiency with Microsoft Office applications, particularly Outlook, MS Teams, and Excel
1+ years of customer service experience
Effective verbal and listening communication skills
Ability to work on site 5 days a week 8 a.m. to 5 p.m.

Nice To Haves

Bilingual fluency in English and Spanish
Prior outbound/inbound call center experience
Prior health care experience and knowledge of healthcare terminology
1+ years of experience in Medicare and HMO environment

Responsibilities

Handles 60+ outbound and inbound calls daily from patients in a dynamic call center/office environment and, at times, back-to-back phone calls.
Address patient needs with may include complex benefit questions, resolving issues, education members, and delivering best in class member experiences.
Educate patients on their Medicare Advantage benefits, current quality screenings needed, and chronic conditions that need to be addressed.
Schedule patients for chronic care and quality gap visits with our affiliate care delivery organizations, in home assessments, and/or mobile clinic units.
Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application.
May coordinate patient transportation and make referrals to other departments as appropriate.
Maintain performance and quality standards based on established call center metrics
Multi-task utilizing double monitors for data entry, phone etiquette, and use of resources while maintaining proper guidelines.
Maintain minimum standards for the department for quality and quantity of calls made and received.
Other duties as assigned.