Patient Outreach Specialist

Summary: The Patient Outreach Specialist will be responsible for making outbound calls to existing patients of Gonzaba Medical Group to provide customer service, support, and guidance regarding their patient experience. This role will play a proactive role in retaining GMG patients by calling to inquire about their experience at different touchpoints along their healthcare journey. If patient dissatisfaction is identified, this role will collaborate with department and clinical leadership to provide service recovery steps and retain the patient.
Essential Duties and Responsibilities:

1. Places outbound calls to all existing patients that attend an event hosted by GMG and documents feedback about their experience.
2. Calls and gathers feedback from all new patients about their experience following their "patient intake" appointment.
3. Calls all new patients following their first visit with their PCP to ensure that all concerns were addressed, and the provider provided a satisfactory level of service.
4. Will assist with calling existing patients during the annual enrollment period (AEP) to answer any questions and proactively retain patients.
5. Will actively work to uncover improvement opportunities by conducting targeted patient surveys via telephone.
6. Places outbound calls to discuss patient's satisfaction with their current insurance plan and the benefits they're entitled to.
7. Makes follow-up calls with patients who have been reassigned to a new PCP due to their current PCP resigning or leaving the practice.
8. Documents and reports patient feedback, trends, and improvement opportunities identified during calls with existing GMG patients.
9. Collaborates with Patient Retention Coordinators to ensure a holistic approach is taken for retaining GMG patients.
10. Partners with payers to provide relevant patient feedback about current plans, benefits, and what patients find value in.
11. Follows appropriate scripting when making outbound calls and works to optimize all scripting as needed.
12. Presents patient feedback information and data to leadership teams in various meeting settings.
13. Places other outbound calls as determined by the Director of Patient Experience.
14. Must always represent a positive image of GMG and go above and beyond to provide exceptional customer service to existing patients.
15. Must demonstrate knowledge of GMG, Managed Care, Health Insurance plans and Agents, Providers, Operations, and other GMG protocols by correctly advising / directing callers.
16. Other duties as assigned based on departmental needs.
17. Assists in meeting company goals and expectations for growth.
18. Assists Patient Experience department as needed.
19. Maintains strict confidentiality.
20. Other duties as assigned.

Education and Experience: High school diploma or GED required. A minimum of 2+ year prior Customer Service experience required. Call Center, Operator, or Multi-Line Receptionist experience preferred. Excellent oral and written communication skills. Ability to effectively communicate with management.
Computer Skills: Skilled in use of computer. Knowledge of word processing software, spreadsheet software, and Internet software. Must have working knowledge of Windows based computer software.
Should be able to operate a computer in order to accurately utilize call distribution software and access electronic medical records.
Supervisory Responsibilities: This job has no supervisory responsibilities.
Work Environment: Office setting in a clinical environment. Exposure to communicable diseases is common as this is a public position in a healthcare facility. Exposure to bodily fluids, toxic substances, ionizing radiation, medicinal preparations, and other conditions is low.
Physical Demands: Requires manual dexterity, sitting, standing, stooping, reaching, kneeling, crouching, bending, walking, lifting to 40 lbs. Close vision and ability to adjust focus.
Additional Information:
Gonzaba Medical Group is seeking team members who:

• Contribute as A-Players
• Demonstrate the 4 E's: Edge, Execute, Energy, and Energizer
• Demonstrate a strong work ethic
• Commit to the culture and core values of Gonzaba Medical Group

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. Responsibilities, knowledge, skills, abilities, and work environments may change as needs evolve. Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the essential functions of the job.