Job description
Organization:
SHSO-Sutter Health System Office-KahiPosition Overview:
Responsible for the implementation of the various outreach programs, translating operational procedures into step-by-step activities to coordinate activities needed to achieve program goals. For each program, this includes identification and resolution of complex issues; coordination of procedures and products with labs and vendors; building communication campaigns; development, maintenance and day-to-day administrative activities; and providing feedback and recommendations for process improvement. Works with a wide audience, including members, physicians and their staff, lab staff and vendors, in order to process and research complex issues and to administer the program for successful results.Job Description:
These Principal Accountabilities, Requirements and Qualifications are not exhaustive, but are merely the most descriptive of the current job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, staff changes, workload, or technical development).
JOB ACCOUNTABILITIES:
PAY FOR PERFORMANCE OUTREACH:
OPERATION:
DATA ANALYSIS:
PROJECT MANAGEMENT:
EDUCATION:
Equivalent experience will be accepted in lieu of the required degree or diploma.
Bachelor's or equivalent education/experience
SKILLS AND KNOWLEDGE:
Must have interpersonal telephone etiquette and customer service skills
Demonstrated ability to be highly persuasive and to effectively convince members with possible aversion to the program to commit to a prescribed action (i.e., scheduling and having a mammogram, etc.)
Demonstrated ability to openly and comfortably discuss sensitive topics with members of both genders
Able to build positive relationships with a variety of clients
Must be detail oriented and able to handle multiple projects simultaneously
Demonstrated ability to handle a large volume of inbound and outbound telephone calls for a variety of clients
Must have good written and verbal communications skills
Proficient in Microsoft software products, including Word and Excel
Able to work in a fast-paced environment
PHYSICAL ACTIVITIES AND REQUIREMENTS:
See required physical demands, mental components, visual activities & working conditions at the following link: Job Requirements
JOB ACCOUNTABILITIES:
PAY FOR PERFORMANCE OUTREACH:
- Analyze and determine steps that need to be taken in order to successfully achieve program roles.
- Support and coordinate the development and distribution of standardized and other ad hoc reports.
- Conducts initial review and analysis of population lists/reports.
- Works with reporting analysts todevelop and maintain processes and timelines for population identification, stratification and reporting based on defined criteria.
- Collaborates with management and project team and/or appropriate external staff for report interpretation.
- Assist with creating annual outreach work plans and maintains schedule tasks. Monitor accuracy and completeness of data collected and recommends improvements to data collection tools and processes.
- Develops/obtains all records, forms and printed materials needed to initiate outreach process. Build and maintain relationships with physicians, staff, and vendors to ensure smooth coordination of efforts.
- Identify and resolve any issues that could impinge the smooth workflow of processes, including coding, products, referral requests, etc
- Maintain spreadsheets and/or databases to track the sequential contact activity of each identified member and to “work” the list to perform the next level of communication in the predetermined timeframes.
- Coordinate and perform the outbound communication processes through the use of a series of escalating communication venues.
- Maintains patient letters, faxes, client correspondence and related documents and files; develops and maintains storage filing system, including back-up procedures for all documents and correspondence.
- Coordinate vendor activities to ensure smooth patient communications. Audit communications to ensure accuracy.
- Contribute to the development, implementation and monitoring of policy and procedure relating to the operations of the Outreach processes.
OPERATION:
- Develop and maintain relationships and act as the primary point of contact for patients, vendors, clients, physicians and their staff
- Serves as general operations resource to the outreach team.
- Act as outreach liaison to clients and providers for issues related to outreach, ensuring a complete understanding of expectations and requirements.
- Research and/or verify member issues; seek resolution using a variety of resources
- Act as a liaison between the member and their physician’s office.
- Influence member participation in the program, using persuasive and motivational techniques to encourage members to complete recommended steps to comply with outreach objectives.
- Prioritizes and reports concerns, improvements, and possible quality issues.
- Maintains administrative statistical reports, department files, reference materials, and policy manuals to ensure proper availability and retrieval.
- Receive and respond to inquiries (phone, email, written, fax) from assigned providers and/or Foundation administration regarding a variety of outreach related issues.
- Coordinates and problem-solve all information system issues with the appropriate department.
DATA ANALYSIS:
- Compiles, maintains and reports information on operations, including productivity, quality improvement and related data in a complete and accurate, and accessible manner.
- Communicates with members, physicians and foundations/clients as directed by program policies.
- Track and analyze utilization statistical data and presents to administration regularly or as needed.
- Attend any/all department and company meetings as indicated by the Management Manager.
- Adheres to organizational policies and procedures and supports Sutter Health’s philosophies and initiatives.
- Attends staff meetings and training sessions, as needed or required.
PROJECT MANAGEMENT:
- Assists in assessment, development, implementation, and evaluation of special projects.
- Creates and promotes positive working relationships internally and as well as with external clients.
- Collaborates with appropriate personnel to achieve special project goals.
- Demonstrates a positive working attitude and diplomatically offers constructive work suggestions.
- Develop and maintain relationships through interactive, client-facing meetings
- Prepare Client Communications, as needed, to communicate important information, changes and/or reminders to providers and staff on Outreach information and updates.
EDUCATION:
Equivalent experience will be accepted in lieu of the required degree or diploma.
Bachelor's or equivalent education/experience
SKILLS AND KNOWLEDGE:
Must have interpersonal telephone etiquette and customer service skills
Demonstrated ability to be highly persuasive and to effectively convince members with possible aversion to the program to commit to a prescribed action (i.e., scheduling and having a mammogram, etc.)
Demonstrated ability to openly and comfortably discuss sensitive topics with members of both genders
Able to build positive relationships with a variety of clients
Must be detail oriented and able to handle multiple projects simultaneously
Demonstrated ability to handle a large volume of inbound and outbound telephone calls for a variety of clients
Must have good written and verbal communications skills
Proficient in Microsoft software products, including Word and Excel
Able to work in a fast-paced environment
PHYSICAL ACTIVITIES AND REQUIREMENTS:
See required physical demands, mental components, visual activities & working conditions at the following link: Job Requirements
The salary range for this role may vary above or below the posted range as determined by location. This range has not been adjusted for any specific geographic differential applicable by area where the position may be filled. Compensation takes into account several factors including but not limited to a candidate’s experience, education, skills, licensure and certifications, department equity, training and organizational needs. Base pay is just one piece of the total rewards program offered by Sutter Health. Eligible roles also qualify for a comprehensive benefits package.
Job Shift:
Schedule:
Shift Hours:
Days of the Week:
Weekend Requirements:
Benefits:
Unions:
Position Status:
Non-ExemptWeekly Hours:
40Employee Status:
RegularNumber of Openings:
0Sutter Health is an equal opportunity employer EOE/M/F/Disability/Veterans.
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