Care Enrichment Coach

Candidate must be able to commit, to 4, 10-hour shifts.

Reporting to the Care Enrichment Director, the Care Enrichment Coach (CEC) is responsible for the facilitation of patient care by providing administrative support to the clinical care teams. Care Enrichment is to best assist patient continuity of care through interdisciplinary collaboration with both internal and external providers. The CEC will assist in all phases of a patient’s visit from beginning to end, including timely follow‑up to achieve optimal patient outcomes.

• Scheduling of all incoming patient requests for appointment by phone, email, or EMR patient portal.
• Verify patient demographics, contact information, insurance eligibility/ACA assessment/Sliding Fee Scale information, PCP changes, and guide the registration process.
• Ensure schedules are filled: actively manage and optimize appointment schedules by confirming patient bookings, following up on cancellations, and proactively filling open slots to maximize clinic efficiency.
• Proficient in Phreesia EMR: assist with sending telehealth links to patients when requested, notify patients of provider schedule changes via automated alerts, and handle appointment cancellation requests efficiently.
• Obtain transition of care documents prior to patient’s office visit.
• Review and maintain EMR Communicator.
• Data entry & documentation: accurately input and maintain patient information in the electronic health record (EHR) system. Ensure data privacy and confidentiality at all times.
• Obtain and create patient emails.
• Assist patients in registering with the portal via smartphone.
• Educate patients on online check‑in and online scheduling.
• When necessary and/or emergent, arrange for patient triage with a Registered Nurse (RN) or patient assessment with a Licensed Practical Nurse (LPN).
• Upload previous patient medical records from prior and specialty providers, provide copies of medical records to patients upon request, and share records with other providers and hospitals as necessary for continuity of care, in compliance with organizational policies.
• Provide NJCEED with necessary documentation for CEED qualified patients including imaging requests and CEED vouchers.
• Maintain HIPAA privacy and best practices when handling patient Protected Health Information (PHI).
• Monitor quality assurance metrics for each patient as provided by the data analytics department via regulatory quality standards.
• Assist clinical staff when necessary, with provider buckets and patient communication.
• Collaborate with healthcare teams: work with clinical and administrative staff to ensure patient needs are met and appointment schedules are maintained.
• Problem solving: address any issues patients may face (e.g., language barriers, technical problems with online scheduling) and find appropriate solutions or elevate as necessary.
• After each call, the CEC will assign a disposition code that best reflects the outcome of the call to ensure accurate documentation and appropriate follow‑up.
• Assist with patient billing as needed in conjunction with the billing and coding department.
• Utilize the CEC 2.0 Guide to assist with workflows and algorithms.
• Utilize the quality measure protocol to enter standing orders as required/determined by the provider for timely medical clearance protocol.
• Holds accountability for one's own productivity: maintain a transparent project board in , update content regularly, and ensure accessibility for stakeholders.
• Maintain all call center performance metrics regarding hold time, answer speed, total interactions, appointments scheduled, and rejected/missed call rates.
• Adhere to corporate compliance policies.
• Maintain a passing monthly scorecard threshold at 80%.
• Work cooperatively with all providers and staff to carry out the goals and objectives of OHI, meeting productivity according to established policies and procedures.
• Other duties as assigned.

• High school diploma or equivalent required.
• One to two years’ experience in healthcare or call center setting.
• Bilingual in Spanish and English preferred.
• Clinical certification (CMA, LPN, RN) preferred.
• Proficiency in Microsoft Office 365 is required.

• Medical, dental, vision, and life insurance.
• Flexible spending accounts with medical and dependent care.
• Voluntary life insurance.
• 401(k) salary deferral and match.
• CME credits.
• Paid time off.
• Paid holidays.
• Employee assistance program.
• Employee discounts.
• Employee referral program.