Remote Outreach Specialist- Remote Opportunity bei Austin Regional Clinic

ABOUT AUSTIN REGIONAL CLINIC:

Austin Regional Clinic has been voted a top Central Texas employer by our employees for over 15 years! We are one of central Texas’ largest professional medical groups with 35+ locations and we are continuing to grow. We offer the following benefits to eligible team members: Medical, Dental, Vision, Flexible Spending Accounts, PTO, 401(k), EAP, Life Insurance, Long Term Disability, Tuition Reimbursement, Child Care Assistance, Health & Fitness, Sick Child Care Assistance, Development and more. For additional information visit https://www.austinregionalclinic.com/careers/

PURPOSE: 

Under the guidance of supervisor and utilizing scheduling protocols, contacts pre-identified patients for follow-up medical care and schedules appointments.  Receives telephone calls from patients requesting appointment scheduling as a result of letters mailed and/or automatic messaging.  Makes critical decisions while talking to patients to handle issues presented.  Coordinates all care needed to accomplish the health plan protocols, including scheduling non-ARC appointments, requesting records, obtaining authorizations, notifying PCP of outcome of this coordination.  Works with member’s health plan to coordinate processes and resources where applicable.  Carries out all duties while maintaining compliance and confidentiality and promoting the mission and philosophy of the organization.

ESSENTIAL FUNCTIONS:

• Reviews and validates list of patients for contact.
• Contacts patients via telephone, using scripts.
• Receives telephone calls from patients who have received letters or automatic messaging.
• Books appointments utilizing computer system. When booking appointments, also confirms and/or makes any changes to demographic information.
• Schedules appointments for any ARC doctor, following protocols.
• Schedules appointments for non-ARC doctors with patient’s permission.
• Coordinates care by obtaining authorizations, specialist records and other documents as needed.
• Navigates electronic medical record to determine if care gaps have been closed. Provides any necessary documentation to analytics team.
• Orders lab work and mammograms as dictated by scheduling protocols
• Provides administrative support for the Advanced Care Coordination Clinic
• Contacts and schedules patients due for a Medicare wellness visit. Responsible for keeping nurse practitioner’s schedules filled.
• Handles all complaints, errors and problems as presented by patients.
• Uses judgment to attempt to appoint patients who may resist.
• Notifies appropriate departments of issues and errors (deaths, for example).
• Notes issues with patient-generated list and directs updates to analytics.
• Interacts with doctors when their input regarding patients is needed.
• Tracks outcomes of contact with patients.
• Prepares reports of outcomes for supervisor.
• Stays up-to-date with new developments and changes throughout Austin Regional Clinic including changes in doctors and staff, specialties and services, policies and procedures, protocols, etc.

OTHER DUTIES AND RESPONSIBILITIES:

• Performs other duties as assigned.

MINIMUM QUALIFICATIONS:

Education:  High school diploma or equivalent.

Preferred: Experience scheduling appointments, and a broad knowledge of company operations. Previous experience working in an outpatient medical setting.

 Knowledge, Skills, and Abilities:

• Prior experience scheduling appointments preferred.
• Broad knowledge of ARC’s operations, preferred.
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Ability to work in a team oriented environment.
• Knowledge of medical terminology
• Ability to think critically and rationally for decisions that meet the patient and ARC’s needs.
• Ability to work independently.
• Ability to problem-solve and offer suggestions for process improvements to other coordinating departments.
• Ability to create, sort and manipulate data in Excel spreadsheets.
• Bilingual in English and Spanish preferred.

Work schedule: Monday through Friday 8:00 am to 5:00 pm.