Address
Form of workJob Title: Member Experience Coordinator
Department: Quality - Member Experience
About the Role:
The role of the Member Experience Team is to evaluate and enhance member contact experience with providers, specialists, and internal departments through outreach, analysis, and practice improvements. Support improved completion of Hedis measures and patient health literacy leading to improved health outcomes and patient satisfaction. Enable a culture of service excellence while standardizing, monitoring, measuring and improving patient experience through all aspects of patient care encounters.
The Member Experience Coordinator conducts regular patient outreach to collect information about their experience and satisfaction with their Primary Care Provider and their Medical Group. Additionally they conduct patient health outreach on general topics as related to population health. The role is to help set patient expectations, promote preventative care and enhance the patient healthcare services provided.
What You'll Do:
- Works under the general supervision of the Director.
- Coordinate member outreach utilizing telephone, email and text messaging.
- Conduct patient outreach as directed on topics related to member satisfaction, Member Experience and population health.
- Communicate effectively with all individuals in a professional and respectful manner.
- Maintain accurate records of all tasks and outreach results.
- Respond to patient questions, concerns and requests for assistance accurately and professionally, as they arise during the course of outreach.
- Utilize available tools to research patient concerns
- Maintain accurate knowledge of Hedis/Star ratings, CMS regulations, Medicare and general population health guidelines specifically as they pertain to patient satisfaction.
- Maintain accurate knowledge of Member Experience Team programs.
- Provide general administrative and clerical support.
- Support ME Team activities including patient orientations, health education programs, and special events.
- Provide multi-lingual translation both written and oral, as needed for outreach and development of collateral.
- Maintain strictest confidentiality at all times
- All other duties as assigned
Qualifications:
- High school diploma or general education degree (GED); and two years related experience in customer service, phone outreach, or clerical procedures, or a related field
- Bilingual in Spanish
- Experience with presenting information in one-on-one and small group situations
- Has excellent phone etiquette, strong communication, and customer service skills
- Ability to plan, prioritize, and stay organized
- Team player
- Experience with Microsoft Office including, Word, Excel, and Publisher
- Experience with maintaining professional and pleasant image amongst variety of personalities and cultures.
You're great for the role if:
- College course work in business, human services, or a related field is highly desirable.
- Experienced with Zoom
- Experienced with EZ Cap software
Who We Are:
ApolloMed (NASDAQ: AMEH) is a physician-centric, technology-powered healthcare management company. We are building and operating a novel, integrated, value-based healthcare delivery platform to empower our physicians to provide the highest quality of end-to-end care for their patients in a cost-effective manner. Our mission is to combine our clinical experience, best-in-class delivery network, and technological expertise to improve patient outcomes, increase access to healthcare, and make the US healthcare system more efficient.
Our platform currently empowers over 12,000 physicians to provide care for over 1.3 million patients nationwide. Our rapid growth and unique position at the intersection of all major healthcare stakeholders (payer, provider, and patient) gives us an unparalleled opportunity to combine clinical and technological expertise to improve patient outcomes, increase access to quality healthcare, and reduce the waste in the US healthcare system.
Our Values:
- Put Patients First
- Empower Entrepreneurial Provider and Care Teams
- Operate with Integrity & Excellence
- Be Innovative
- Work As One Team
Environmental Job Requirements and Working Conditions:
- Our organization follows a hybrid work structure where the expectation is to work both in office and at home on a weekly basis. The office is located at 1668 S Garfield Avenue, Alhambra, CA 91801.
- The total compensation target pay range for this role is: $20.00 - $25.00 per hour. The salary range represents our national target range for this role.
ApolloMed is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need. If you require assistance in applying for open positions due to a disability, please email us at humanresourcesdept@networkmedicalmanagement.com to request an accommodation.
Additional Information:
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
