Homeoffice Operations Coordinator-Telehealth, Affiliate Partners at Neighborhood Healthcare

Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision:  a community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together.

As a private, non-profit 501(C) (3) community health organization, we serve over 500,000 medical, dental, and behavioral health visits from more than 100,000 people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance.

Since 1969,  our employees have been making this mission a reality.  Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond.  If this sounds like an organization you would like to be a part of, we would love to meet you.

The Operations Coordinator-Telehealth, Affiliate Partners will assist with coordinating and providing panel management services to patients seeking services. This role will improve health outcomes through scheduling preventative and maintenance care appointments, educating patients, and enhancing communication and continuity of care. In addition, this role will work with the team and clinic staff to increase patients’ access to healthcare services and healthcare resources in support of patient’s self-care management goals.

This is a full-time, temporary position. The assignment will be for 3 months, with the possibility of extension. This position is remote, but candidates must be located in San Diego or Riverside County. Hours: M-F, 8am-5pm(1 hour lunch). 

Responsibilities

Patient Service (PSR)

• Serves as a liaison that supports internal communication between the mobile services program, patient navigation center, and clinic staff
• Ensures schedules are maximized and prepped with appropriate visit types for assigned telehealth providers
• Increases productivity by maintaining full provider schedules, scheduling patients for PCP follow-up visits, and filling open slots with same day appointments
• Assists in processing patients to ensure efficient flow from the front to back office (site PSR duties)
• Performs mobile management tasks such as appointment scheduling, recalls, web portal callbacks, and addressing telephone encounters
• Acts as a point of contact for patients and families asking questions and raising concerns through the patient web portal and via phone
• Delegates eCW telephone encounters and web portal messages to medical assistants and providers

Direct Patient Care (MA)

• Assists with telehealth support during provider visits
• Assists with the developments, implementations, and updates of telehealth workflows, procedures, and protocols
• Communicates clinical care services with patients
• Discuss patient needs and provides education and resources to patients directly
• Utilizes electronic medical records to order, process, and document clinical treatment plans for patients as directed by the provider
• Conveys information to patients via telephone, email, or text under the direction of a provider
• Familiarity with medical procedures and terminology
• Uses sounds judgement and anticipates the needs of the patient and provider
• Participates as a member of the multi-disciplinary care team
• Shares accountability for overall patient health outcomes by working in coordination with care teams
• Schedules patients with chronic conditions for follow-up appointments per preventative and maintenance care schedules
• Utilizes the primary care medical home model to provide coordinated team care, which addresses current diseases and provides panel management for preventative and health maintenance follow-ups for patients
• Makes outreach calls to patients missing appointments based on preventative and chronic disease guidelines
• Builds the medical home between patients and practitioners

Operational Support

• Interacts to changing patient or organizational priorities
• Responds promptly and with caring actions to patients and team members
• Assists providers with barriers and concerns (IT, Facility, Ergo, EMR) 
• Impacts patient experiences by demonstrating courteous and helpful behavior and a commitment to accuracy
• Attends and participates in staff meetings, training, and assignments
• Operation and coordination support for staff and provider schedules
• eCW schedule collaboration in closing, opening, and blocking schedules based on provider availability
• Orients providers to standard protocols, policies, and procedures
• Coordinates provider workflows to ensure efficient patient care 

Qualifications 

Education/Experience

• High school diploma/GED required
• Valid Medical Assistant certification required
• Valid BLS certification required upon hire
• 1 year of experience working for a non-profit community health clinic is preferred
• Bilingual (English/Spanish) preferred

Additional Qualifications (Knowledge, Skills and Abilities)

• Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
• Knowledgeable about and experience with working in healthcare environment
• Ability to work and communication with people from various ethnic, socio-economic, education, and experiential backgrounds
• Ability to successfully manage multiple tasks simultaneously
• Able to use critical thinking to make decisions and problem solve
• Ability and willingness to self-motivate, prioritize, and be agreeable to change processes to improve effectiveness
• Excellent planning and organizational ability
• Ability to interact in a manner which is professional, respectful, positive, helpful, and promotes trust
• Ability to work as part of a team as well as independently
• Ability to work with highly confidential information in a professional and ethical manner
• Ability to use computer programs, such as spreadsheets and databases

Physical Requirements

• Ability to lift/carry 10 lbs/weight
• Ability to stand for long periods of time

Pay Range: $25.09- $34.23 per hour, depending on experience. 

Compensation Disclosure: The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to: the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs. As a result, placement within the range is not guaranteed, and the full pay grade range may not be utilized.