Pod Engagement Specialist

Monogram Health•Des Moines, IA

4d•Onsite

About The Position

Monogram Health is currently seeking individuals for the Pod Engagement Specialist position to join our Patient Care Center team! The Pod Engagement Specialist (PES) serves as the liaison between the patient and Pod clinicians. The PES is responsible for scheduling patient visits within the structured visit cadence, troubleshooting field clinician scheduling concerns, and patient engagement or re-engagement tactics. Reports directly to Patient Care Center Supervisor and takes direction from Patient Care Center leadership. Regularly interacts with peers, colleagues in other departments, Pod leadership and other Monogram Health leaders, patients, and internal and external customers. The Patient Care Center is open and staffed seven (7) days per week between the core business hours of 8:00am to 7:00pm (CST) Monday through Friday, and 8:00 am – 5:00 pm (CST) Saturday and Sunday. The selected individual will be required to work on-site and may be required to work weekends and holidays. All Patient Care Center staff are expected to demonstrate adaptability, empowerment, collaboration, ownership, compassion, and integrity.

Requirements

High School Diploma or GED required.
Minimum of one (1) year customer service, medical, scheduling, or other related experience; or, six (6) months’ prior Monogram Health Engagement Specialist experience required.
Demonstrated verbal and written communication skills to communicate effectively and professionally with patient, clinicians, and others within and external to the Company.
Ability to complete tasks within established timeframes.
Demonstrated ability to multi-task and to adjust to changing priorities.
Demonstrated technical proficiency to use and navigate through multiple systems (e.g., Salesforce, Athena, Microsoft Office Suite, Doxy), and use of multiple computer screens.
Ability to use critical-thinking skills to solve basic to moderately complex system and or staffing issues.

Responsibilities

Ensures Post-Hospital Discharge Visits (PHDV) are scheduled within 72 hours of the patients discharge date.
Responsible for scrubbing clinician calendars for the following week ensuring quality visits and optimization of field staff calendars.
Outreach patients with missed visits within the last 3 days to have visit rescheduled.
Completes visit reassignment for clinicians who are not available, including being out of office, transfer to a different role, or have left the Company. This does not include same week reassignments. Adheres to scheduling criteria when reassigning the patient to another clinician.
Performs various Pod assignments delegated by direct supervisor on an as needed/requested basis and as time allows.
May be required to provide coverage to other Pods, Regions, and the like based upon business need and may be required to change schedule.
Participates in Pod huddles, which includes Market Manager, MAC, and POD leadership.
Ability to work on site and to adhere to attendance standards.