The Scheduling Outreach Specialist conducts outreach calls to patients, educates them about appointments, and coordinates care while maintaining high customer service standards.
The Scheduling Outreach Specialist is responsible for conducting emergency department, wellness, or preventative service outreach calls to identified patients. This role will provide patient education about clinic appointment availability and identify and communicate if the patient has any care coordination or triaging needs from the supported practice.
Essential Duties & Responsibilities:
- Conduct direct telephonic outreach to patients on the provided list
- Follow standard messaging provided by Aledade while following the highest standard of customer service to assist patients in setting up an appointment with a member of our clinical care team in partnership with the patient’s primary care provider (PCP)
- Apply motivational interviewing tactics to break down psychosocial barriers to scheduling appointments while keeping the patients’ best interests in mind
- Act as a liaison for the patient and practice by directing calls to other appropriate individuals or departments as needed
- Respond to incoming and outgoing calls, texts, and emails by providing direction to patients' questions and/or concerns
- Educate patients on services offered by the practice(s)
- Track outreach and outcome documentation in the Aledade App and/or in a shared Google Drive document or other tracking system provided by Aledade
- Identify outreach trends and report back findings to the team, share creative ideas for increasing patient visits
- Retain some degree of flexibility as outreach strategy may shift with greater data availability
- Maintain a good collaborative working relationship with your designated market team & practice leadership team
- Other duties as assigned
Required Skills/Abilities:
- Understanding of, and experience with, call center performance operations
- Experience working in a medical practice or healthcare setting is preferred
- Experience & comfort using technologies such as a computer, telephone, and various types of electronic health record (EHR) platforms to document patient interactions and schedule patients for appointments
- Medical Terminology certification is preferred
- Must possess strong organizational skills
- Ability to work independently
- Proficient with Microsoft and Google applications
- Strong communication skills
- Strong motivational skills including conflict/dispute resolution techniques
- Must have access to reliable high speed internet connection
- Schedule: Monday-Friday 8:30am-5pm in your respective time zone, with the possibility of afternoons, evenings, and/or Saturday mornings
Education & Experience:
- High School Diploma
- 2 yrs. of healthcare experience
- 1 yr. telephonic customer service experience
- Call center experience; Bilingual (preferred)
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer
Who We Are:
Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.
What Does This Mean for You?
At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.
In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:
Flexible work schedules and the ability to work remotely are available for many roles
Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
Robust time-off plan (21 days of PTO in your first year)
Two paid volunteer days and 11 paid holidays
12 weeks paid parental leave for all new parents
Six weeks paid sabbatical after six years of service
Educational Assistant Program and Clinical Employee Reimbursement Program
401(k) with up to 4% match
Stock options
And much more!
At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.
Privacy Policy: By applying for this job, you agree to Aledade's Applicant Privacy Policy available at https://www.aledade.com/privacy-policy-applicants
Top Skills
Electronic Health Record Platforms
Google Applications
Microsoft Applications
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