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Role Description

The Patient Outreach Representative is a critical role at P3 Health Partners that helps ensure our patients are educated and scheduled for the care they need. This role manages outbound and inbound calls with our patients to help them schedule office visits with their PCP, an in-home assessment, or on our mobile clinic units. Additionally, this role is essential to educating our patients on their Medicare Advantage benefits, chronic condition and quality screening opportunities, connecting them with other resources, and providing meaningful patient experience.

• Handles 60+ outbound and inbound calls daily from patients in a dynamic call center/office environment and, at times, back-to-back phone calls.
• Address patient needs which may include complex benefit questions, resolving issues, educating members, and delivering best in class member experiences.
• Educate patients on their Medicare Advantage benefits, current quality screenings needed, and chronic conditions that need to be addressed.
• Schedule patients for chronic care and quality gap visits with our affiliate care delivery organizations, in-home assessments, and/or mobile clinic units.
• Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application.
• May coordinate patient transportation and make referrals to other departments as appropriate.
• Maintain performance and quality standards based on established call center metrics.
• Multi-task utilizing double monitors for data entry, phone etiquette, and use of resources while maintaining proper guidelines.
• Maintain minimum standards for the department for quality and quantity of calls made and received.
• Other duties as assigned.

Qualifications

• High school diploma, GED, or equivalent experience.
• Proficiency with Microsoft Office applications, particularly Outlook, MS Teams, and Excel.
• 1+ years of customer service experience.
• Effective verbal and listening communication skills.
• Ability to work on site 5 days a week 8 a.m. to 5 p.m. Pacific time.

Requirements

• Bilingual fluency in English and Spanish.
• Prior outbound/inbound call center experience.
• Prior health care experience and knowledge of healthcare terminology.
• 1+ years of experience in Medicare and HMO environment.