POSITION SUMMARY:

The Patient Engagement and Retention Specialist is responsible for establishing and implementing strategies to better engage and retain patients through changes to workflows and enhance the delivery of customer service to increase patient satisfaction. Also responsible for collaborating with dental and behavioral health to develop customer service goals and plans designed to increase patient retention and access to care and services, as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Work in conjunction with quality improvement department, medical director and clinic directors to develop and implement strategies to better engage and retain patients. May initially report to the medical director, but this will later transition to a utilization manager or quality manager.
• Track patients who have been admitted to a hospital or visited an emergency department, and maintain accurate records on linking patients into care.
• Contact patients newly assigned to the clinic via managed care plans to link them to care.
• Work with the UM Manager, communications director, clinic directors, and outreach specialist to implement a comprehensive community outreach and engagement plan and messaging materials.
• Enhance communication with patients in regards to services rendered at APLA Health to improve quality service and reduce no-show rates
• Respond to patient inquiries promptly, and follow-up on patient issues and resolutions to ensure quality customer service
• Develop the use of emerging technology or media for patient engagement, including the patient portal and Healow app
• May coordinate resources to improve patient ability to adhere to appointments, including assistance with interpreter services and transportation.
• Educate residents about APLA Health services, initiatives, projects, developments, and important community related topics. Attend health fairs and community meetings to encourage potential patients to access APLA Healths services.

• May develop relationships with community organizations and other FQHCs for the purpose of cultivating referrals.
• Maintain knowledge in eligibility, enrollment and program specifications for various Medicaid and Medicare insurance programs.
• Ensure patient confidentiality and high quality customer service at all times.

OTHER DUTIES MAY BE ASSIGNED TO MEET BUSINESS NEEDS.

REQUIREMENTS:

Training and Experience:

• Bachelor's Degree; or AA degree with equivalent work experience in health care, or health education.
• Minimum 2 years experience working in outreach or in the community with people who have health conditions impacting their lives.
• Experience working in a clinical environment.
• Experience in working with culturally diverse communities with the ability to be culturally sensitive and appropriate, namely with the LGBT and other underserved communities.
• Strong interpersonal skills and the ability to relate to individuals who may not share basic commonalities, including value systems and behavior norms. Ability to provide service to individuals with diverse economic, social, racial, and cultural backgrounds.
• Good written and verbal communication skills, including ability to communicate effectively and with patients and family members who speak English as a second language.
• Experience working with an electronic health record (eCW preferred).
• Proficiency with Microsoft Office: Word, Excel and PowerPoint.
• Ability to multi-task and work quickly with minimal errors.
• Commitment to teamwork and collaboration.
• Highly enthusiastic and confident communication style capable of motivating others.
• Bilingual in Spanish preferred.

Knowledge of:

• Knowledge of local community resources, health and social service systems in the local community, and skill in establishing working relationships with community partners with appropriate support.

Ability to:

• Ability to transport to various locations such as outreach events, seminars, trainings, committee meetings.
• Ability to investigate leads for patient outreach and engagement opportunities.
• Ability to establish and maintain personal and programmatic boundaries while providing supportive services.
• Ability to serve with minimal supervision.
• Ability to ask probing questions, understand concerns and exercise good judgment to handle calls properly.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

This is primarily an office position that requires only occasional bending, reaching, stooping, lifting and moving of office materials weighing 25 pounds or less. The position requires daily use of a personal computer and requires entering, viewing, and revising text and graphics on the computer terminal and on paper.

SPECIAL REQUIREMENTS:

Must possess a valid California drivers license; proof of auto liability insurance; and have the use of a personal vehicle for work related purposes. Covid vaccination and booster or medical/religious exemption required.

Equal Opportunity Employer: minority/female/disability/veteran.