Patient Outreach Specialist

Gonzaba Medical Group•San Antonio, TX

4d•Onsite

About The Position

The Patient Outreach Specialist will be responsible for making outbound calls to existing patients of Gonzaba Medical Group to provide customer service, support, and guidance regarding their patient experience. This role will play a proactive role in retaining GMG patients by calling to inquire about their experience at different touchpoints along their healthcare journey. If patient dissatisfaction is identified, this role will collaborate with department and clinical leadership to provide service recovery steps and retain the patient.

Requirements

Minimum high school education or equivalent required.
2+ year experience in prior Customer Service required.
Skilled in use of computer/EMR systems.
Knowledge of Word processing software, spreadsheet software, Internet, and database software.

Nice To Haves

Bilingual (English/ Spanish) fluency preferred.
Call Center, Operator, or Multi-Line Receptionist experience preferred.

Responsibilities

Places outbound calls to all existing patients that attend an event hosted by GMG and documents feedback about their experience.
Calls and gathers feedback from all new patients about their experience following their “patient intake” appointment.
Calls all new patients following their first visit with their PCP to ensure that all concerns were addressed, and the provider provided a satisfactory level of service.
Will assist with calling existing patients during the annual enrollment period (AEP) to answer any questions and proactively retain patients.
Will actively work to uncover improvement opportunities by conducting targeted patient surveys via telephone.
Places outbound calls to discuss patient’s satisfaction with their current insurance plan and the benefits they’re entitled to.
Makes follow-up calls with patients who have been reassigned to a new PCP due to their current PCP resigning or leaving the practice.
Collaborates with Patient Retention Coordinators to ensure a holistic approach is taken for retaining GMG patients.
Partners with payers to provide relevant patient feedback about current plans, benefits, and what patients find value in.
Follows appropriate scripting when making outbound calls and works to optimize all scripting as needed.
Presents patient feedback information and data to leadership teams in various meeting settings.
Places other outbound calls as determined by the Director of Patient Experience.
Supports other departments, initiatives, and projects across the organization by supplying any needed customer service data.
Must always represent a positive image of GMG and go above and beyond to provide exceptional customer service to existing patients.
Must demonstrate knowledge of GMG, Managed Care, Health Insurance plans and Agents, Providers, Operations, and other GMG protocols by correctly advising/directing callers.
Identify opportunities to optimize company systems and processes that will enhance patient satisfaction.
Will work collaboratively across departments to carry out the patient retention strategy and resolve all service issue complaints.
Participates in select committees and workgroups as needed to report on outreach data and trends
Comprehensive knowledge and commitment to healthcare regulations, HIPAA compliance, and patient data confidentiality.
Participates in educational programs as needed.
Other duties as assigned.