Sea Mar Community Health Centers, a Federally Qualified Health Center (FQHC) founded in 1978, is a community-based organization committed to providing quality, comprehensive health, human, housing, educational and cultural services to diverse communities, specializing in service to Latinos in Washington State. Sea Mar proudly serves all persons without regard to race, ethnicity, immigration status, gender, or sexual orientation, and regardless of ability to pay for services. Sea Mar's network of services includes more than 90 medical, dental, and behavioral health clinics and a wide variety of nutritional, social, and educational services. We are recruiting for the following position:

Sea Mar is a mandatory COVID-19 and flu vaccine organization

Clinical Care Gap Support Specialist- Posting #24412

Hourly Rate: $24.04

Position Summary:

Full-time position available immediately for our Quality Improvement Department (QI) in Seattle in the area of South Park. The Clinical Care Gap Support Specialist is primarily responsible for improving clinical quality measure performance of Sea Mar patients by doing outreach telephone calls to schedule appointments for patients to come to the clinic to have their clinical care needs met. The position will perform telephone outreach to patients who need to meet various health care interventions including but not limited to diabetes, hypertension, other chronic diseases, cancer prevention and detection, medication compliance, and laboratory testing. The position will search the Electronic Health Record (EHR) and other sources to find evidence of compliance. The Clinical Care Gap Support Specialist will also work closely with individual clinics to ensure that scheduled clinical care gap appointments are successful, and educate clinics on achieving successful performance.

Duties and Responsibilities:

• Utilize electronic health record charts, rosters, and patient lists to identify patients in need of clinical quality measure compliance.
• Telephone patients in a courteous, enjoyable, friendly, and enthusiastic manner following scripting appropriate for each care gap and call.
• Schedule clinic appointments for patients needing clinical quality measure care gap closure following appropriate scripting and clinic policies and procedures.
• Responsible for patient appointment confirmation calls reminding them of their appointment date/time, to bring their co-pay/minimum payment, insurance card if applicable and proof of income documents to their appointment.
• Track in detail the telephone calls and other work performed each day including but not limited to outcome, appointment date, care gap, appointment arrivals, and care gap closure utilizing reporting spreadsheets.
• Demonstrates ability to effectively use the Epic electronic health record to schedule appointments, document telephone encounters, look up clinical information and test results, and correctly enter external results.
• Understand the specifications and requirements for successful compliance of clinical quality measures (CQMs).
• Understand the appropriate use of EHR to successfully capture CQMs.
• Educate clinic staff about how to successfully perform and document CQMs.
• Appropriately enter compliant CQM data into EHR to demonstrate compliance.
• Audit chart records and compliance reports in the electronic health record as needed.
• Educate patients about the importance of various clinical quality measures using relevant scripting.
• Participate in outreach to patients using methods such as text messaging, online patient portals, etc. This will include receiving inbound calls from patients in response to these, seeking to schedule appointments or receive additional information.
• Monitor data reports and summaries of progress and status of clinical quality care gap performance.
• Maintains professionalism and the willingness to help others at all times. Superior customer service skills will be demonstrated at all times.
• Demonstrates sound problem solving skills and the ability to be diplomatic in the face of adversity.
• Demonstrates the ability to multitask effectively, handling calls quickly and efficiently.
• Attend trainings and learning opportunities that expand content knowledge and best practices.
• Support quality improvement efforts regarding clinical quality measures.
• Other duties as assigned.

These qualifications are necessary for someone to be considered for the position.

Required Qualifications include:

• Must be able to work both independently with minimal supervision and as a collaborative team in a dynamic work environment.
• Must be able to use good judgment, meet deadlines and prioritize workloads, and be self-motivated. Must be able to maintain professionalism and appropriate boundaries in all interactions.
• Must be detail and process-oriented with experience using electronic recording data system (i.e. Epic) and various Microsoft Office applications such as Word, Excel, Access, Power Point, Outlook and Internet applications.
• Must be able to maintain confidentiality.
• Ability to think strategically to work though barriers with patients around medical access and procedures.
• Strong communication skills and ability to connect with patients by phone.
• Strong organizational and time management skills.
• Must possess the ability to read and interpret policies, procedures, schedules and other documents proficiently.
• Must have excellent verbal and written communication skills.
• Must be able to perform basic mathematical functions: add, subtract, multiply, divide in all unites of measure, using whole numbers, common fractions, and decimals.
• Must be able to solve problems, make independent decisions appropriately, and reason deductively.

Preferred Qualifications include:

• Working knowledge of clinical quality measures.
• Previous health care and/or call center experience.
• Knowledge of patient care processes, clinical procedures, and medical terminology.
• Ability to work with electronic health records, create messages, look at labs, review patient encounters and, as appropriate, update the medical record with historical data.
• Bilingual in English/Spanish or English/Russian preferred but not required.

Education and/or Experience:

• Bachelor's degree required.
• Pre-hire and annual employee health screening required.
• Initial TB test at hire and annual retest.
• Complete covid-19 vaccination is required
• Annual influenza vaccine required. Only exception is for employees with a medical or religious exemption approved by Administration. Employees with an approved medical or religious exemption must wear a mask at all times during the flu season.
• This person must receive a satisfactory background check from the Washington State Patrol

What We Offer:

Sea Mar offers talented and motivated people the opportunity to work in a dynamic and growing community health organization. Working at Sea Mar Community Health Centers is more than just a job, it’s a fulfilling career with opportunity for advancement. The fringe benefits surpass most companies. For example, Full-time employees working 30 hours more, receive an excellent benefit package of:

• Medical
• Dental
• Vision
• Prescription coverage
• Life Insurance
• Long Term Disability
• Paid-time-off starting at 24 days per year + 10 paid Holidays.

We also offer 401(k)/Retirement options and an exciting opportunity to work in a culturally diverse environment.

How to Apply:

To apply for this position, complete the online application, click SUBMIT or APPLY NOW at the bottom of the page. If you have any questions regarding the position, email Jeffrey Gibbs, QI Medical Director at JeffreyGibbs@seamarchc.org

Sea Mar is an Equal Opportunity Employer

Posted 11/22/2022

External candidates considered after 11/25/2022

This position is represented by Office and Professional Employees International Union (OPEIU).

Please visit our website to learn more about us at www.seamar.org. You may also apply thru our Career page at https://www.seamar.org/jobs-general.html

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