Quality Outreach Specialist

Los Angeles LGBT Center•Los Angeles, CA

6d•Onsite

About The Position

The Quality Outreach Specialist plays a critical role in supporting population health and clinical quality performance by conducting patient outreach and closing care gaps. The role addresses limited outreach capacity by ensuring registries and gap lists are actively worked, preventive and follow-up care is scheduled, and quality measures tied to HEDIS, UDS, MCAS, and value-based incentives are completed.

Requirements

Experience in patient-facing outreach, appointment scheduling, healthcare navigation, medical office operations, or related healthcare support role.
High school diploma or equivalent.
Proficiency with common workplace technology including email, calendars, and spreadsheets.
Ability to learn electronic health record and registry workflows.
Basic understanding of patient outreach processes and healthcare scheduling protocols.
Education or equivalent experience in healthcare or public health.
Experience supporting quality improvement, healthcare operations, project coordination, or performance improvement activities.
Strong proficiency with electronic health records, reporting tools, spreadsheets, and project tracking systems.

Nice To Haves

Experience supporting population health, quality improvement, care gap closure, or preventive care outreach.
Familiarity with healthcare quality measures and reporting concepts such as HEDIS, UDS, MCAS, and value-based care incentives.
Experience working registry or outreach lists and participating in outreach campaigns.
Associate degree or higher in a related field.
Spanish language proficiency.

Responsibilities

Conduct proactive outreach to patients overdue for preventive screenings, chronic care visits, or quality-related follow-up with respect and cultural responsiveness.
Engage patients to understand barriers to care and support re-connection to services.
Perform reminder calls and no-show outreach to reduce missed care opportunities and improve visit completion.
Reach patients across approved channels including phone, text, and patient portal messaging, utilizing interpreter and translation services as needed.
Schedule preventive screenings and follow-up appointments based on identified care gaps and established protocols.
Coordinate scheduling logistics with clinic teams to ensure appropriate visit type, timing, and necessary pre-visit steps.
Support appointment readiness by confirming patient availability and reinforcing next steps.
Administer structured patient surveys and brief interviews to collect care barriers.
Work registries, outreach lists, and gap reports to actively pursue targeted patients and track outcomes.
Prioritize outreach efforts based on guidance tied to quality measures and reporting requirements (e.g., HEDIS, UDS, MCAS, value-based incentives).
Support outreach campaigns and patient engagement initiatives designed to close measure-specific gaps.
Document outreach attempts, patient responses, barriers, and outcomes within established workflows and protocols.
Make day-to-day operational decisions within guidance including follow-up timing, appropriate next steps, and escalation triggers.
Identify barriers requiring escalation and coordinate with the Quality Manager and/or care team when clinical input or operational intervention is needed.
Escalate clinical questions or issues requiring clinical judgment to appropriate licensed staff/care team per protocol.
Ensure outreach databases and tracking tools are accurate, current, and well-maintained according to established guidelines.
Perform other duties as assigned