• Clinical Outreach Specialist

    Posted Date 1 month ago(3/18/2019 12:13 PM)
    Job ID
    2019-6973
    # of Openings
    1
    Category
    Operations
    Type
    Full Time Regular
  • Overview

    Clinical Outreach Specialist

     

    Matrix Medical Network is the leading provider of in-home, facility and community based care management services and solutions to health plans. Founded in 2001, we are headquartered in Scottsdale, Arizona, with regional offices in Largo, Orlando and Boston. Matrix has a national clinical organization which provides high-touch, in-home care to help health plans balance cost and revenue, grow membership and improve the quality of care. After nearly doubling in size in recent years, Matrix continues to be well positioned for continued expansion.

     

    Social Media_clinical contact center for iCIMS

     

    Using a member-centered approach, the Clinical Outreach Specialist engages with patients before and after they have completed a Comprehensive Health Assessment in their home or on a Mobile Health Clinic. This critical role conducts telephonic outreach to gather responses to pre-assessment questions and help the member prepare for their upcoming visit. Post-assessment, the Clinical Outreach Specialist is also responsible for following up with members to provide lab results, address questions/concerns, and provide guidance on follow up critical for the next step in the member’s care.

     

     

    Responsibilities

    • Gather patient responses to a pre-assessment questionnaire
    • Provide members with useful information and answer questions to help prepare for upcoming visit
    • Reviews and communicates medical records and pertinent test results to members, PCPs, field providers, and specialists within the member’s care team
    • Ensures all necessary lab results are reported properly and accurately to the primary care provider and/or the member in a timely manner according to established policies
    • Documents all member/provider contact, follow up actions and resolution of issues into clinical documentation system
    • Works within established criteria for response time and deadlines related to communication with health plans, members and primary care providers
    • Acts as liaison between the Care Center, field clinicians, primary care providers and health plans
    • Demonstrates excellent customer service with his/her actions being consistent with Matrix’ Mission, Vision, and Core Values
    • Provides comprehensive condition-specific self-management training, education and coaching
    • Engages members into the Matrix programs by conducting telephonic outreach and identifying health benefits to participation
    • Provides local community resource pool to refer members who need ongoing assistance to achieve health goals
    • Builds and nurtures professional and effective relationships with all members of the member’s health care team, both internal and external
    • Participates in all mandatory compliance and other training programs, seeks guidance for compliance-related concerns and adheres to all applicable laws, regulations and Matrix Medical Network policies and procedures
    • Abides by all Matrix Medical Network privacy and confidentiality policies when accessing or communicating member information
    • Other duties as assigned

    Qualifications

    • Ability to provide telephonic support and education to members in a way they are able to understand
    • Exceptional telephonic communication skills with health plan members or caregivers
    • Ability to build rapport and maintain positive, pleasant demeanor with all levels of internal and external contacts
    • Maintain professionalism with members, caregivers, and other health care team members at all times  
    • Consistent and effective follow-up skills
    • Effective written communication skills
    • Ability to prioritize activities in a rapidly changing environment
    • Proven time management and organizational skills
    • Professional email etiquette
    • Being comfortable with the phone, email, and fax as the main means of communication
    • Ability to effectively work within a group dynamic
    • Possess unquestionable personal and professional ethics, in concert with company standards
    • Ability to work independently, coordinating, and assimilating multiple pieces of data to accomplish required tasks
    • Ability to work in diverse, multi-cultural environment and be respectful to health plan members’ cultural and socioeconomic characteristics
    • Proficiency in Microsoft Office (Word, Outlook, Excel) and the internet
    • Ability to assess when escalation of items is necessary and escalate to the appropriate resource

    Experience:

    • Minimum three (3) years of nursing experience
    • Home care experience preferred (not required)
    • Telephone triage experience preferred
    • Experience with Medicare/Medicaid beneficiaries preferred
    • Must have experience working with the Microsoft Office Suite (Outlook, Word, Excel)

     

    Supervisory Responsibility: No supervisory responsibilities

     

    Travel Requirements: No travel necessary

     

    Work Conditions: General office environment

     

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