Quality Support Specialist

Our Culture: Why Work with Us?

Joining Outer Cape Health Services isn't just about taking on a new role; it's about embracing a mission that goes beyond the day-to-day. Here, you become part of a dedicated team committed to safeguarding and nurturing invaluable community health resources. Our ethos is built on creating a vibrant and inclusive workplace where every team member is valued and recognized for their unique contributions.

Who We Are:

Our mission is to provide a full range of primary health care and supportive social services that promote the health and well-being of all who live in or visit the ten outermost towns of Cape Cod.

OCHS now cares for more than 20,000 patients annually, and no one is denied access to services due to an inability to pay. Founded in 1987 through the merger of Health Associates of Provincetown (established in 1972) and the AIM Medical Center in Wellfleet (established in 1966), Outer Cape Health has a long history of successful growth and expansion in pursuit of this mission. As a Patient-Centered Medical Home, OCHS holds itself to the highest standards.  Ensuring patients have access to care when they need it and request it and validating that staff are working at the top of their licensures, are the foundations of this model.

Our Core Competencies:

At Outer Cape Health Services, our core competencies are the foundation upon which our organization is built, guiding us in our mission to deliver exceptional health services to our communities. Our focus on fostering teamwork ensures that we operate as a cohesive unit, valuing each member's contribution and working synergistically towards common goals. Integrity and honesty stand at the heart of everything we do, creating a culture of trust and respect among our team and the communities we serve. Embracing technology, we continually seek innovative solutions to enhance our services and operations. Finally, being patient-centered, we prioritize the needs and well-being of those we serve, striving to exceed expectations and make a meaningful difference in their lives.

A Day in the Life of this Role:

Reporting to the Quality Manager, the Quality Support Specialist assists with outreach to engage patients in care that drive quality metrics for all staff and patients at Outer Cape Health Services (“OCHS”) under the direction of the Quality Manager and Population Health Director. 

Summary of Duties:

• Conducts telephone calls and outreach tactics in a professional manner. 
• Identifies patients with care gaps via external database or EHR reports. 
• Explains outreach purpose to patients/patient representatives for re-engagement of members who are overdue for appointments or preventative care gaps.  
• Schedules appointments/assists with previsit planning tasks (lab reminders, HCC coding cues, vaccine opportunities) needed for quality care gap closure 
• Actively manage patient panels in collaboration with Quality Manager, Practice Managers and Operations Coordinator to allow new member engagement, notifying appropriate staff when patients have transferred care externally.  
• Outreaches to patients via telephone calls, My Chart messages, mailed letters promoting population health recommendations based on quality initiatives and clinical guidelines. 
• Attends and actively participates in team on site/virtual meetings 
• Always maintains patient confidentiality and follow OCHS policy and HIPAA guidelines. 
• Ensures effective customer service by demonstrating an attitude of service, professionalism and responsiveness toward patients and co-workers. 
• Verifies all patient demographics, active health insurance policy, and current PCP, ensuring EHR is reflective of this. 
• Directs patient needs/clinical questions to appropriate staff members 
• Completes data entry required from external provider sources for quality metric closure 
• Requests medical records when appropriate for quality metric gap closure 
• Assists with Hierarchical Complexity Coding (HCC) tasks for Overview building on patient Problem Lists  
• Supports monthly Quality Oversight Board meeting minutes 
• Other related duties and projects assigned. 

What We Need from You:

• Associate’s Degree required, Bachelor’s degree preferred  
• A minimum of 2 years’ experience in a medical/clinical office environment; or previous experience as an LPN or Medical Assistant. 
• Knowledge of clinical patient registration and electronic medical record systems required.  
• EPIC knowledge preferred. 
• Excellent interpersonal skills, communication skills, organizational abilities, computer experience, and the ability to work within a collaborative team setting.  
• Excellent written and verbal communication skills – bi-lingual helpful 
• Proficiency in computer skills including Outlook, Microsoft office, OneDrive etc.  
• Excellent judgment and ability to solve problems in a timely manner. 
• Ability to adhere to strict confidentiality standards.  
• Demonstrated ability to work effectively both as a team member and independently.  
• Demonstrated ability to work in a culturally diverse and inclusive environment. 

AAP/EEOC Statement

Outer Cape Health Services is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any protected class under federal, state, or local law is a violation of our policy and is against the law. Equal employment opportunity is provided to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, covered veterans' status, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, political affiliation, or any other protected characteristic. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, placement, promotion, termination, reductions-in-force, recall, transfer, leave of absence, compensation, and training.