Resource Specialist (Community Outreach Worker)

Position Summary:

The Community Outreach Worker works under the supervision of the Patient Access Manager and in conjunction with all other team members of the department and all other departments Provides assistance to Family Healthcare of Hagerstown patients. Activities include helping community residents and patients to access services such as transportation, primary care, dental care, behavioral health services, substance abuse, labs, x-rays and specialty care services. Develops and maintains ongoing community involvement with appropriate agencies and organizations. Attends community events to showcase Family Healthcare and the services we provide. Supports and follows through with the vision, mission, goals and objectives of Family Healthcare of Hagerstown.

As a member of the health center’s integrated care team the Community Outreach Workerwill fulfill the following KEY FUNCTIONS AND RESPONSIBILITIES:

• Bilingual preferred; at a minimum, the ability to understand and to make one’s self understood to all Spanish speaking individuals.
• Provides direct assistance to patients and acts as a liaison with other service providers and health care professionals to ensure patients have appropriate access to the care they require.
• By the 5th of each month provides documentation of assistance to patients, to include the number of patients assisted.
• Works with local providers and health care support professionals to establish and maintain a coordinated transportation system for FHH patients.
• Responsible for obtaining bus vouchers. Follows Transportation Protocol for distribution.
• Tracks patient no shows. Identifies barriers to care for no show patients and works with patients to increase compliance.
• Identifies and coordinates Community Outreach activities and actively participates in community events.
• Represents FHH in local coalitions and/or boards to support health awareness within the community. Independently seeks out opportunities within the community to involve FHH in local coalitions.
• Works closely with Senior Centers to provide monthly programs to engage seniors in activities and education programs.
• Conducts patient classes for Living Well with Chronic Conditions and Diabetes.
• Promotes the use of the multiple tools that local resources provide, for example: Million Hearts High Blood Pressure Health Score Card.
• Demonstrates a willingness to work with and assist others.
• Works with AHEC and other local community organizations to promote programs and initiatives.
• Provides direct assistance and support to other departments (i.e., Family Practice, Mental Health, Dental, Administration).
• Ensures adequate supply of promotional giveaways.
• Maintains annual calendar/spreadsheet of events/outreach activities. Attends at least 30 outreach events a year.
• Planning and implementation of the annual Health Fair.
• Assists with functions related to registration, insurance verification, financial assistance and preparation of medical record information forms.
• Employee consistently addresses patients in a professional manner as they approach the registration window or employee’s office.
• If a patient does not have insurance or if their financial has expired, provides a financial application and explains the process for completion.
• Completes registration process in a timely and efficient manner.
• Maintains confidentiality of patient and departmental information.
• Assists patients with medical record requests, refill requests, paperwork pick-up, questions, etc., checking EMR system and investigating before calling clinical staff.
• Assists with filing of records.
• Assist with Greeter’s desk.
• Consistently addresses patient questions and concerns to the patient’s satisfaction, but if unable to answer, refers to appropriate personnel.
• Works independently and utilizes time appropriately. Exhibits a positive attitude towards work, responsibilities, FHH patients, coworkers, and community groups.
• Consistently exhibits responsiveness to others at FHH at all levels (examples: returning telephone calls, being punctual for meetings, maintaining availability to meet, etc.).

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge in the development, coordination, and expansion of patient services and programs.
• Knowledge of creating and updating spreadsheets.
• Knowledge of functions related to registration, insurance verification, financial assistance, and preparation of medical record information forms.
• Knowledge of outside resources within the community.
• Knowing what events are happening in the community that will benefits FHH, patients and the community.
• Utilizes time management within their position to assist with the needs of others: Sustained Support.
• Knowledge of processes and tasks relating too registration, attendance desk, tasking messages etc.

Minimum Qualifications:

• Ability to relate to culturally diverse patients and community.
• Graduation from high school with commercial/business courses or the equivalent required. Graduation from Medical/Secretarial program preferred.
• Computer skills and experience required. Medical terminology required. EMR experience preferred.
• Must have excellent communication skills as well as the ability to speak, write and understand the English language. Must be able to work independently.
• Current and valid driver’s license and access to an automobile are required.
• Job includes sitting, standing, reaching, trunk movements, lifting heavy objects, carrying, squatting, kneeling, crouching, walking, pushing, and pulling, which may be required for long periods of time. Heavy lifting up to 50 pounds. Reaching below and above shoulder level and dexterity of + hands and fingers. Attending and setting up at community events which may require distance walking. Requires normal range of hearing and eyesight.
• Requires eye-hand coordination and manual dexterity to operate office equipment such as computer keyboard, photocopier, telephone, and calculator.
• May require evening and/or weekend work. Frequently work is performed under stress and deadlines. Travel required.
• Long periods of concentration and attention to detail with frequent opportunity for diversification of tasks. Must be able to follow written and verbal instructions. Frequent interruptions.
• Works closely with other members of the FHH team. Has access to confidential information.

WORKING CONDITIONS:

• Work performed in a modern well-equipped environment. Uses office equipment daily, multi-line telephone, fax machine, copier, shredder, and computer.
• Interfaces with co-workers, physicians, other departments, patients, and outside agencies on a daily basis.
• Exposure may include noise and biological hazards such as pathogens.
• Duties may also be carried out in the community in conditions not controlled by FHH. Operates various office equipment in performance of daily routine duties.
• Consistent interaction with the community
• May be asked to lift about 50 pounds.
• This position could require prolonged periods of sedentary, standing, and/or walking for more than (8 to 10) hours per day.