Job Title: Outreach Coordinator

Reports to: Outreach Manager

Department: Enhanced Care Management

DOL Status: Non-Exempt

Job Summary: The Relationship Establishment Specialist is responsible for customer services tasks that ensure current and prospective members have the information and assistance they need for the Enhanced Care Management and Health Homes Program.

Essential Functions:

• Conduct in-person and telephonic outreach as needed to comply with ECM guidelines.
• This position will require significant in-person outreach, with an estimated time commitment of 50-80% of working hours spent on fieldwork and face-to-face interactions dependent on County and department needs.
• Meet members where they are during in-person outreach, locations include but are not limited to the members home, apartment, shelter, hospital, facility, etc.
• Follows established policies to outreach, enroll and exclude members.
• Verify eligibility for enrollment in the Enhanced Care Management program (ECM).
• Complete a referral to the ECM program when necessary.
• Conducts appropriate member assessments telephonically and/or in-person.
• Complete necessary documentation and upload to our EMR.
• Responsible for coordinating with individuals and/or entities to ensure a seamless experience for the members and non-duplication of services.
• Partners with healthcare professionals, community and social support services, and other healthcare entities to locate members.
• Communicates and collaborates with Lead Care Managers (LCMs), regarding the members' progress and care needs.
• Identifies, coordinates, and follows-up on member referrals to ensure continuity of care, and member needs are being met.
• Investigates and directs member inquiries or complaints to appropriate staff members and follows up to ensure satisfactory resolution.
• Follows established protocol around patients experiencing pain, safety concerns and/or mental health concerns and creates safety plans, if necessary.
• Recognizes signs of child and elder abuse and reports appropriately to Child/Adult Protective Services.
• Understands and abides by all departmental and companywide policies and procedures.
• Complies with all safety and injury prevention policies and regulations.
• Performs other duties as assigned or required.
• Conduct outreach efforts to prospective members through mail/email communication and other channels, as necessary.
• Answer inbound helpline and respond to member inquiries in a timely and professional manner.
• Provide accurate information and assistance to members over the phone.
• Escalate complex issues to senior staff or supervisors as needed.
• Collaborate with other departments to resolve member concerns and ensure member satisfaction.
• Continuously improve knowledge of company's products and services to better assist members.
• Utilize/review data sharing sites to collect and share patient health information and ER utilization with relevant care teams to initiate transition of care.
• Review and verify the accuracy of the member information file to ensure the data is up to date and that there are no errors.
• Update and rectify any errors identified on the member information file.

Position Requirements:

• Member facing role in Los Angeles County and surrounding Counties.

• Language: Fluent in English and Spanish (written and verbal).

• License/certification: Current and valid Driver’s License and proof of auto insurance.

• Skills required: Competent with computers, email, virtual platforms, MS Excel, MS Word, MS PowerPoint, MS Outlook, and other Microsoft Office based programs.

• Excellent verbal and written communication skills, including the ability to convey and exchange information in a clear, effective manner.

• Ability to work independently and carry out assignments to completion within the parameters of established policies and procedures.

• Ability to stand/walk for long periods of time.

• Ability to lift/carry 10lbs.

Preferences (not a requirement for the role):

• Education & Experience: High School Diploma +1 year of experience as an outbound call center representative. An equivalent combination of education and experience that provides the skills, knowledge, and ability to perform the essential job duties, and which meets any required state or federal certification requirements.

• 1 year of experience in healthcare or social service
• Proficiency in EMR system

Benefits

• • This is a hybrid role working from home while servicing members in person.
  • Medical, Dental and Vision Insurance
  • We cover up to 100% of your premium and 50% of your dependent premium depending on the plan!
  • Flexible Spending Accounts, Health Savings Accounts & Dependent Care Accounts are also available!
  • Life, AD&D and Short-Term Disability Insurance funded 100% by Titanium Healthcare
  • 401(k) plan
  • Employee Assistance Program
  • 11 Paid Holidays, 3 weeks of all-inclusive PTO per year (accrual begins on the first day of employment) as well as a separate Paid Sick Time balance