Quality Outreach Unit Representative - JHP

is part of the Quality Outreach Team, responsible for member engagement through various outreach programs aimed at improving the organizations quality results and member satisfaction. Quality Outreach Reps performs in a fast-paced call center environment to make outbound calls to HPP membership to target HEDIS or CAHPS measures, member satisfaction, medication adherence follow-up calls, and other projects as assigned.

is part of the Quality Outreach Team, responsible for member engagement through various outreach programs aimed at improving the organizations quality results and member satisfaction. Quality Outreach Reps performs in a fast-paced call center environment to make outbound calls to HPP membership to target HEDIS or CAHPS measures, member satisfaction, medication adherence follow-up calls, and other projects as assigned.

• Assisting members via outbound telephone call, reinforcing to the member that HPP is available to them 24/7.
• Coordinate care for our members by conducting outreach calls and reminder calls to members, calls to providers to obtain appointments and test orders as well as coordinating multiple specialists’ appointments for members.
• Encourage the member to ask questions/express concerns regarding their plan for care.
• Proactively assist members with scheduling medical appointments.
• Proactively seek and address Social Determinants of Health (SDOH) and Healthcare barriers.
• Educate callers about Health Partners Plans benefits with the intent of retaining members.
• Report on trends and issues which impact all lines of business and member perception to management.
• Collaborate with internal departments (such as HEDIS, care management, UM, enrollment, member services) to facilitate resolutions to member’s issues and concerns.
• Serve as front line liaison between member and HPP, reaching out to member with care, compassion, patience, and professionalism to foster member satisfaction from the start.
• Maintain call records, logs and other documentation in accordance with departmental requirements.
• Operate MIS and telephone systems effectively and efficiently, following established protocols for security, transfer and information exchange.
• Participate in appropriate staff meetings and training sessions, reporting on trends and issues which impact members and Health Partners as a whole.
• Perform other clerical and support tasks as assigned.

• High School Diploma/GED.
• Excellent telephone communication;
  Bilingual desirable (Spanish).
• Ability to work independently and as part of a team.
• PC literate, able to learn computer programs easily.
• Exceptional customer service skills.
• Ability to work in a fast past call center environment.

• 2 years customer service-related experience.
• Preferred knowledge of NCQA’s Health Plan Rating system (HEDIS, STARS, CAHPS).

• Lift and carry 25 lbs.
• frequent sitting/standing, frequent keyboard use.
• * patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

• medical (including prescription)
• supplemental insurance
• dental
• vision
• life and AD&D insurance
• short- and long-term disability
• flexible spending accounts
• retirement plans
• tuition assistance
• voluntary benefits, which provide colleagues with access to group rates on insurance and discounts.
• tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service.
• All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.

Primary Location Address 1101 Market,…