Patient Engagement Coordinator

Under the supervision of the Site Manager, manages the efficiency of service delivery and practice flow, tracking of compliance measures, and ensures high level of customer service, professionalism and communication among staff at assigned Health Center location, partnering with staff to provide for the needs of patients. Facilitates collaboration at the site between clinical staff and clerical staff in order to promote patient engagement, ensure efficiency in practice flow, continuity of care, and advancement of service integration.

JOB DUTIES AND RESPONSIBLITIES

• Coordinates patient care through the clinic: checking in, signing in, escorting to exam rooms/offices if needed, answering questions, providing pre- and post-appointment service, and assisting with care coordination.
• Assist providers with telehealth duties; virtual check-ins, initial scheduling and follow-up appointments.
• Assists providers and counselors in managing client volume and client needs; actively makes decisions to ensure client access while leveraging resources and maintaining a positive relationship.
• Monitors and facilitates internal referrals through EHR system
• Assists with managing client wait times with provider’s schedules.
• Answers enquiries by phone and in person in a helpful, respectful and efficient manner.

• Facilitates schedule adjustment in response to clinical triage process, under direction of site leadership
• Analyzes and manages utilization and performance metrics.
• Provides daily monitoring and oversees scheduling of pharmacologic management and primary care providers, to ensure service utilization is delivered efficiently and in response to patient need.
• Actively collaborates between clinical, supervisory, and clerical staff to ensure effective and timely service delivery.
• Cross train to support Patient Support Staff during call-offs and vacation coverage.

ADDITIONAL JOB DUTIES

• Other related duties as assigned upon securing a float Patient Engagement Coordinator. In particular, being assigned to work at other locations, as needed.

JOB QUALIFICATIONS

• Must possess a high degree of initiative, orientation toward process improvement, and demonstrated leadership qualities.
• Must have a keen understanding of facilitation in a workgroup, considering feedback and suggestions for process improvement.
• Must have strong organizational skills, strong critical thinking, must be solution-focused, flexible, and able to multitask in a fast-paced environment.
• Must possess computer proficiency, including proficiency in Word, Excel, and the EMR (e.g. OCHIN/EPIC).
• Must understand and embrace a systems approach to service delivery, as well as agency and program mission, philosophy, goals, and organizational values.
• Must have an awareness of and sensitivity to the cultural diversity of the population served.
• Must possess a high degree of professionalism, have strong communication skills, be assertive, and have the ability to engage patients and staff in building positive working alliances.
• Must be a team player, able to work autonomously, be creative, assertive, resourceful and self-directed.
• Must have experience in monitoring outcomes data and performance indicators.
• Office management experience strongly preferred.

Schedule: 8:30am - 5:00pm, M- F

PHYSICAL DEMANDS/WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment. While performing the duties of this job, the employee is regularly required to speak and hear. The employee is frequently required to sit for extended periods of time, stand, walk, use hands and fingers, and reach with hands and arms. It requires the ability to lift files, open filing cabinets and drawers. Travel and work outside of normal hours may be required for meetings, presentations, trainings and other events.

This job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of The Centers. Since no position description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the jobholder's responsibility.