Patient Outreach Representative - Iha Program

People. Passion. Purpose.
At P3 Health Partners, our promise is to guide our communities to better health, unburden clinicians, align incentives and engage patients.
We are a physician-led organization relentless in our mission to overcome all obstacles by positively disrupting the business of health care, transforming it from sickness care into wellness guidance.
We are looking for a Patient Outreach Representative. If you are passionate about your work; eager to have fun; and motivated to be part of a fast-growing organization in Tucson, Arizona, then you should consider joining our team
Overall Purpose:
Patient Outreach Representative (POR) is responsible for successfully managing large amounts of outbound and return calls while simultaneously completing special projects as assigned. Position requires daily problem-solving, tracking, attention to detail, coordination between departments and the ability to manage varying and changing requirements. Patient Outreach Representative will be responsible for assigned affiliate groups and will provide operational support to help assigned clinics meet goals.
Education and Experience

• High school diploma/GED required
• Medical Assistant Certification recommended
• 2+ years' experience in healthcare-related fields preferred
• Customer service experience recommended

Roles and Responsibilities

• Responsible for maintaining a high level of customer service skills, (helpfulness/friendliness) with patients by working to establish a positive rapport in every encounter.
• Build and maintain effective relationships with patients and co-workers to achieve goals and key initiatives. Serve as a liaison between the Paramedics to provide a seamless point of contact.
• Responsible for outreach calls and scheduling in home visits with the patients. Expectations of up to 100 calls per day.
• Ensuring that all paramedics schedules are to capacity planning to fill most current days first
• Communicating with paramedic teams often during the course of the day
• Experienced with outreaching and scheduling patients for visits by finding appointment dates/times that meet patient needs and availability.
• Answer calls regarding general inquires, assist with patient complaints, and warm transfer patients to appropriate departments.
• Support paramedic program as needed with quality (HEDIS/HOS) gaps by telephonic outreach, chart data mining/audits, quality events, etc.
• Support the mobile team with patient assistance with Care Management
• Manages appointment confirmation calls
• Skillfully answers all patient inquiries
• Contributing member of the paramedic team, accountable for team results
• Other duties as assigned.

Knowledge, Skills, and Abilities

• Strong interpersonal communication skills with the ability to start a conversation with anyone
• Excellent communication and problem-solving skills
• Excellent organizational and time management skills
• Ability to maintain composure in high-pressure situations
• Ability to handle a fast-paced environment and prioritize tasks based on importance
• Ability to work independently or as part of a team
• Dedication to maintaining the confidentiality of all patient records
• Knowledge of medical terminology a plus
• Ability to use common office/healthcare software and equipment (MS Office Programs, copy machine, Electronic Medical Records, etc.)

Physical Requirements

• The work environment consists of exposure to physical conditions typical of a normal office environment. Most of the job is performed while sitting and talking/listening on the phone, although the work may require occasional standing or walking and/or the lifting and carrying of small objects up to 25 pounds.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)