About this role
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Organization: CPMC-California Pacific Med Center Van Ness Position Overview: Responsible for the implementation of the various outreach programs, translating operational procedures into step-by-step activities to coordinate activities needed to achieve program goals. For each program, this includes identification and resolution of complex issues; coordination of procedures and products with labs and vendors; building communication campaigns; development, maintenance and day-to-day administrative activities; and providing feedback and recommendations for process improvement. Works with a wide audience, including members, physicians and their staff, lab staff and vendors, in order to process and research complex issues and to administer the program for successful results. Job Description: PAY FOR PERFORMANCE OUTREACH: • Analyze and determine steps that need to be taken in order to successfully achieve program roles. • Support and coordinate the development and distribution of standardized and other ad hoc reports. • Conducts initial review and analysis of population lists/reports. • Works with reporting analysts to develop and maintain processes and timelines for population identification, stratification and reporting based on defined criteria. • Collaborates with management and project team and/or appropriate external staff for report interpretation. • Assist with creating annual outreach work plans and maintains schedule tasks. Monitor accuracy and completeness of data collected and recommends improvements to data collection tools and processes. • Develops/obtains all records, forms and printed materials needed to initiate outreach process. Build and maintain relationships with physicians, staff, and vendors to ensure smooth coordination of efforts. • Identify and resolve any issues that could impinge the smooth workflow of processes, including coding, products, referral requests, etc • Maintain spreadsheets and/or databases to track the sequential contact activity of each identified member and to “work” the list to perform the next level of communication in the predetermined timeframes. • Coordinate and perform the outbound communication processes through the use of a series of escalating communication venues. • Maintains patient letters, faxes, client correspondence and related documents and files; develops and maintains storage filing system, including back-up procedures for all documents and correspondence. • Coordinate vendor activities to ensure smooth patient communications. Audit communications to ensure accuracy. • Contribute to the development, implementation and monitoring of policy and procedure relating to the operations of the Outreach processes.
OPERATION: • Develop and maintain relationships and act as the primary point of contact for patients, vendors, clients, physicians and their staff • Serves as general operations resource to the outreach team. • Act as outreach liaison to clients and providers for issues related to outreach, ensuring a complete understanding of expectations and requirements. • Research and/or verify member issues; seek resolution using a variety of resources • Act as a liaison between the member and their physician’s office. • Influence member participation in the program, using persuasive and motivational techniques to encourage members to complete recommended steps to comply with outreach objectives. • Prioritizes and reports concerns, improvements, and possible quality issues. • Maintains administrative statistical reports, department files, reference materials, and policy manuals to ensure proper availability and retrieval. • Receive and respond to inquiries (phone, email, written, fax) from assigned providers and/or Foundation administration regarding a variety of outreach related issues. • Coordinates and problem-solve all information system issues with the appropriate department.
DATA ANALYSIS: • Compiles, maintains and reports information on operations, including productivity, quality improvement and related data in a complete and accurate, and accessible manner. • Communicates with members, physicians and foundations/clients as directed by program policies. • Track and analyze utilization statistical data and presents to administration regularly or as needed. • Attend any/all department and company meetings as indicated by the Management Manager. • Adheres to organizational policies and procedures and supports Sutter Health’s philosophies and initiatives. • Attends staff meetings and training sessions, as needed or required.
PROJECT MANAGEMENT: • Assists in assessment, development, implementation, and evaluation of special projects. • Creates and promotes positive working relationships internally and as well as with external clients. • Collaborates with appropriate personnel to achieve special project goals. • Demonstrates a positive working attitude and diplomatically offers constructive work suggestions. • Develop and maintain relationships through interactive, client-facing meetings • Prepare Client Communications, as needed, to communicate important information, changes and/or reminders to providers and staff on Outreach information and updates.
EDUCATION:
• Bachelor's or equivalent education/experience
SKILLS AND KNOWLEDGE:
• Must have interpersonal telephone etiquette and customer service skills
• Demonstrated ability to be highly persuasive and to effectively convince members with possible aversion to the program to commit to a prescribed action (i.e., scheduling and having a mammogram, etc.)
• Demonstrated ability to openly and comfortably discuss sensitive topics with members of both genders
• Able to build positive relationships with a variety of clients
• Must be detail oriented and able to handle multiple projects simultaneously
• Demonstrated ability to handle a large volume of inbound and outbound telephone calls for a variety of clients
• Must have good written and verbal communications skills
• Proficient in Microsoft software products, including Word and Excel
• Able to work in a fast-paced environment
Job Shift: Days Schedule: Part Time Shift Hours: 8 Days of the Week: Variable Weekend Requirements: None, Rotating Weekends Benefits: Yes Unions: No Position Status: Non-Exempt Weekly Hours: 20 Employee Status: Regular Sutter Health is an equal opportunity employer EOE/M/F/Disability/Veterans.
Pay Range is $44.34 to $66.51 / hour The compensation range may vary based on the geographic location where the position is filled. Total compensation considers multiple factors, including, but not limited to a candidate’s experience, education, skills, licensure, certifications, departmental equity, training, and organizational needs. Base pay is only one component of Sutter Health’s comprehensive total rewards program. Eligible positions also include a comprehensive benefits package.