Quality Outreach Specialist PRN

Valle del Sol•Phoenix, AZ

13h•$20 - $24•Hybrid

About The Position

The Quality Outreach Specialist supports Valle del Sol’s Quality Improvement Program by conducting proactive, data-driven patient outreach to improve preventive care, chronic disease management, patient engagement, and clinical quality outcomes. This position identifies and addresses patient care gaps through outreach, education, appointment coordination, follow-up, and collaboration with clinical and operational teams. Working closely with providers, nursing, medical assistants, referral staff, scheduling teams, and other organizational partners, the Quality Outreach Specialist facilitates timely access to recommended healthcare services and supports performance on HRSA, UDS, HEDIS, value-based care, payer, and other applicable quality measures. The Quality Outreach Specialist utilizes quality reports, patient registries, work queues, and other available data to prioritize outreach activities, identify barriers to care, and support measurable improvements in care-gap closure and organizational quality performance.

Requirements

High school diploma or equivalent.
Minimum six (6) months of experience in healthcare, patient outreach, medical office operations, scheduling, patient registration, call center operations, customer service, or a related setting.
Experience using computers and standard office applications.
Must be at least 18 years of age.
Must be authorized to work in the United States.
Must be able to pass pre- and continued employment screenings successfully.

Nice To Haves

Completion of a Medical Assistant training program, healthcare certificate program, or coursework in healthcare, public health, medical assisting, or a related field.
One (1) or more years of experience in a healthcare environment.
Experience working in an FQHC, primary care, behavioral health, population health, quality improvement, or care coordination environment.
Experience conducting patient outreach, appointment coordination, or care-gap closure activities.
Experience using an electronic health record (EHR), preferably NextGen.
Medical Assistant certification (CMA, RMA, CCMA, or equivalent).
Additional certification or training related to healthcare quality, population health, patient navigation, or care coordination.

Responsibilities

Conduct proactive outbound outreach to patients identified through quality reports, patient registries, payer lists, care-gap reports, and assigned work queues.
Educate patients regarding recommended preventive services, screenings, immunizations, chronic disease follow-up, laboratory testing, annual wellness visits, and other identified healthcare needs using approved communication guidelines.
Explain the purpose and importance of recommended healthcare services using clear, patient-friendly language appropriate to the patient’s level of understanding.
Identify barriers to care, including transportation, language, insurance, scheduling, and social needs, and connect or escalate patients to appropriate clinical, operational, or community resources.
Utilize effective patient engagement techniques to encourage participation in recommended healthcare services and ongoing care.
Schedule and coordinate appointments, laboratory services, referrals, screenings, and other follow-up services necessary to address identified care gaps.
Collaborate with providers, nurses, medical assistants, referral coordinators, scheduling staff, and other departments to facilitate timely completion and documentation of recommended services.
Monitor assigned outreach work queues and conduct appropriate follow-up until outreach activities are completed, resolved, or closed in accordance with established workflows.
Escalate patient symptoms, medication questions, abnormal findings, requests for medical advice, and other clinical concerns to licensed clinical staff in accordance with established protocols.
Verify and update patient demographic and contact information during outreach activities to support accurate communication and follow-up.
Support organizational performance on HRSA, UDS, HEDIS, value-based care, payer, and other applicable quality measures through targeted patient engagement and care-gap closure activities.
Monitor assigned quality measures and outreach outcomes to identify trends, recurring barriers, and opportunities to improve patient engagement and care-gap closure.
Provide feedback regarding operational barriers, patient engagement challenges, and workflow opportunities that may impact quality performance.
Participate in quality improvement initiatives, departmental meetings, staff education, and workflow improvement activities.
Support implementation of outreach strategies and process improvements designed to increase completion of recommended preventive and chronic care services.
Accurately and timely document outreach attempts, patient responses, appointments, barriers to care, interventions, and follow-up activities in the electronic health record and designated tracking systems.
Maintain accurate outreach work queues, patient registries, and tracking information to support quality reporting and follow-up.
Follow established documentation standards and workflows to support accurate care-gap closure and organizational quality reporting.
Maintain confidentiality and security of patient and organizational information in accordance with HIPAA, Valle del Sol policies, and applicable regulatory requirements.
Demonstrates professionalism consistent with Valle del Sol’s mission, vision, values, and Emotional Quotients.
Builds collaborative relationships with patients, providers, staff, and community partners to support quality outcomes and patient engagement.
Participates in required meetings, training, competency development, and quality improvement activities.
Maintains current knowledge of organizational workflows, patient outreach practices, preventive healthcare recommendations, and applicable quality initiatives.
Maintains all required certifications and training applicable to the position.
Performs other duties as assigned.