Complex Care Outreach Coordinator

This is a fully remote role and candidate must be willing to work 8:30 AM
-5pm MST

Devoted Medical was founded on the belief that if we treat each member like we would our loved ones, we can meaningfully improve healthcare experiences and outcomes for some of America’s most vulnerable patient populations. The Complex Care Department is at the heart of this goal: we are a highly collaborative, multidisciplinary team of physicians, nurse practitioners, case managers, social work care managers, community health workers, and outreach specialists united by our mission to build a better care delivery system for Devoted’s most complex members.

Through a mixture of in-home and virtual interventions, we provide whole-person clinical, social and logistical support for patients with complex chronic conditions, frail elders, and patients at high risk of hospital admissions. Our Outreach Coordinators play the vital role of program ambassador, resourceful connector, and scheduling logistics maestro, working in close partnership with the rest of our multidisciplinary team to ensure we’re treating each patient as we would our own family.

Our Outreach Coordinators partner with a multidisciplinary care team of physicians, NPs, case managers, social workers, and community health workers to establish trusting treatment relationships across a panel of complex patients over a 6-12 month time frame, resulting in meaningful improvements in the panel’s clinical outcomes. Outreach Coordinators play the vital role of consistent program ambassador, resourceful connector, and scheduling logistics coordinator.

You will provide caring, accurate guidance in the complex world of health care, primarily via outbound and inbound calls and SMS. You will actively listen to members, see opportunity in the unexpected, respond appropriately, and create a caring atmosphere for our members.

Responsibilities and Impact will include:

• Conducting outreach via telephone and SMS to educate and inform members of available clinical programs or important screenings relevant to them (i.e. eye exams or cancer screenings) and to ensure patients remain connected to care throughout their time in the program, working in close coordination with the care team to coordinate care delivery for the right patients, in the right way, at the right time

• Scheduling initial appointments, thoughtfully adjusting calendars to meet urgent care needs on a regular basis and also responsible to reschedule the visits for other roles on your team.

• Providing inbound call support/call routing for patients with clinical or administrative questions

• Communicating frequently with the care team members and leadership, including routine involvement in daily care team coordination huddles, patient rounds, etc.

• Developing a solid understanding of our benefit offerings in order to investigate and resolve member questions

• Documenting accurate information about member needs in our system

• Supporting the team with daily tasks, including administrative work

• Piloting new processes and workflows

• Working hand-in-hand with other Devoted teams to address member needs

• Bilingual Spanish speakers and experience engaging across various cultures

• You have a minimum of 3 years of healthcare experience in customer/patient-serving role, such as a Care Coordinator

• Must be willing to work M-F 8:30am-5pm Pacific Standard Time (PST).

• 1-2 years of call center experience is a plus!

• Health insurance experience (Medicare Advantage a plus)

• Have healthcare experience (scheduling, benefits, care coordination, medical terminology, and HIPPA regulations a plus) Availability to work variable shifts to support the needs of our members across multiple time zones

• Proficient computer skills and ability to learn new systems

• Google Suite Proficiency a big plus - including Google Drive, Google Docs, Google Sheets, Google Slides

• Have great communication, problem solving, analytical and documentation skills

• Use effective time management and organization skills

• Demonstrate evidence of ability to empathize with patients, relatives and colleagues with dignity and…