Medical - Patient Engagement Coordinator at SAN DIEGO AMERICAN INDIAN HEALTH CENTER

San Diego, California, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Oct, 26

Salary

25.0

Posted On

06 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Patient Outreach, Care Navigation, Appointment Scheduling, Electronic Health Records, Culturally Responsive Communication, Time Management, Interpersonal Skills, Microsoft Office Suite, Patient Retention, Data Documentation, Conflict Resolution, Case Management

Industry

Hospitals and Health Care

Description

We are an FQHC community health center dedicated to embodying the values central to American Indian cultures. This includes respect for our patients, acknowledgement of the whole person, and a focus on working together to ensure health for the individual, and therefore the community. We invite persons of all tribes, ethnic backgrounds and walks of life to experience the comprehensive care we deliver and to contribute to the services we provide for children, youth, families, adults, and elders. The Patient Engagement Coordinator is responsible for leading and executing structured patient engagement, outreach, and follow-up efforts to improve access to care, continuity, appointment adherence, and patient retention. This position coordinates proactive communication activities that support timely scheduling, care navigation, and re-engagement of patients who are at risk of delayed or interrupted care. This role functions as a central point for managing patient engagement workflows, assigned outreach lists, and coordination between patients, clinical teams, and support services. The Patient Engagement Coordinator ensures that patient touchpoints are intentional, documented, outcome-driven, and aligned with organizational access standards. Must be able to demonstrate knowledge and skills necessary to perform all job-related activities as outlined below. Essential Duties and Responsibilities: Patient Outreach & Engagement Coordination Coordinate and execute proactive outreach to patients requiring follow-up, re-engagement, or care linkage. Manage engagement lists including but not limited to: missed appointments, overdue care, telehealth follow-ups, referral scheduling, Behavioral Health waitlists, and newly assigned patients. Ensure consistent follow-through on all assigned patient engagement tasks and unresolved cases. Serve as the primary point of accountability for assigned patient engagement workflows. Scheduling & Care Navigation Coordinate appointment scheduling using ECW in accordance with provider templates and access protocols. Guide patients through scheduling processes and expectations for medical, behavioral health, dental, and specialty services. Support patients in understanding next steps in their care pathway and available services. Identify and escalate scheduling barriers or access constraints to leadership. Documentation & Reporting Accurately document all patient outreach attempts, communication outcomes, and coordination notes in the Electronic Health Record. Track engagement outcomes including scheduled, declined, no response, or unable to reach. Maintain accurate reporting of engagement efforts for operational review and program accountability. Workflow Oversight Prioritize and manage daily engagement assignments according to clinic operational priorities. Ensure compliance with established patient engagement timelines and standards. Collaborate with clinical, behavioral health, and administrative teams to resolve patient access issues. Participate in process improvement related to patient access and engagement. Patient Experience Support Promote a positive patient experience through respectful, culturally responsive communication. Educate patients on SDAIHC services, programs, and expectations. Reinforce appointment adherence and care plan compliance. Other duties as assigned. Performance Metrics and Accountability: The Patient Service Representative will be evaluated on the following key performance indicators to ensure high-quality service delivery and efficient patient access to care: Category Performance Metric Standard / Expectation Call Management Maintain overall call abandonment rate below 7% ≤ 7% abandonment rate Average hold time per patient call ≤ 60 seconds Scheduling Accuracy Schedule all appointments in the correct appointment type and slot per department protocol 100% compliance Ensure same-day and next-day appointment requests are routed appropriately for triage 100% compliance Data Accuracy Collect and verify correct patient demographic and insurance information at each encounter 100% accuracy Maintain up-to-date and complete EHR documentation 100% compliance Customer Service Demonstrate professionalism and empathy during all patient interactions ≥ 90% positive feedback (via audits or surveys) Follow-Up & Communication Ensure all Tele-Encounters (TEs) are sent to the correct inbox and addressed within the same day 100% same-day completion Qualifications: Minimum Qualifications: To successfully perform this job, the individual must be able to fulfill each essential duty and responsibility outlined in this position with performance standards. The qualifications listed below represent the necessary knowledge, skill and ability required. High School Diploma or GED (equivalent). 2-3 years related experience and/or training, or equivalent combination of education and experience. Preferred: Experience serving a multinational, multicultural population. FQHC background. Familiarity with Community Health Clinics and/or Indian Health Clinics. ECW EHR. Special Conditions of Employment: CPR/ BLS certification: Maintain a current Basic Life Support (BLS) certification issued by the American Heart Association (AHA), the American Red Cross, or an equivalent organization. Certification must include an in-person, hands-on skills assessment. Online-only certifications are not accepted. Annual background checks: Consent to annual background checks as a condition of continued employment, to ensure compliance with organizational standards and eligibility requirements. For-Cause Drug Screening: Comply with drug screening requirements when initiated by the organization for cause, to support a safe, compliant, and drug-free workplace. Ongoing Compliance Requirements: Maintain up-to-date compliance with all required annual renewals, including professional licenses, certifications, physical examinations, TB testing, and mandatory regulatory trainings as assigned by the San Diego American Indian Health Center (SDAIHC). Knowledge, Skills, and Abilities: Strong oral and written communication skills. Exceptional time management skills Highly organized and attention to detail. Capable of maintaining confidentiality and accurate record-keeping. Strong interpersonal skills. Ability to interact effectively with diverse individuals. Demonstrates the ability to establish and sustain cooperative working relationships throughout the course of work. Competence in performing basic mathematical calculations is necessary for job responsibilities. Dependable and highly trustworthy. Proficiency in Microsoft office suite or similar software programs. Physical and Mental Requirements: Physical demands outlined below represent those required to successfully perform the essential functions of this job, without accommodation. Physical and Mental Requirements: continue Ability to lift and move up to 10 pounds and navigate between locations as needed. Capability to remain seated at a desk and operate a computer for extended periods. Physical stamina to stand, bend, and reach for prolonged durations. Strong analytical skills, with the ability to perform mathematical calculations, organize and prioritize tasks, and maintain productivity under pressure. Demonstrated ability to supervise, manage multiple tasks simultaneously, and comprehend and follow instructions accurately. Customer Service: Actively champions and upholds the Mission, Vision, and core values of SDAIHC through consistent actions and commitment. Demonstrates outstanding customer service in all interactions with internal and external stakeholders, fostering positive and respectful relationships. Embodies SDAIHC’s Standards of Customer Service Behavior, including Compassion, Positive attitude, Effective Communication, Professional Appearance, a Strong Sense of Ownership, and Collaborative Teamwork. Continuously engages in customer service training and professional development to enhance skills and maintain best practices. Proactively promotes SDAIHC’s reputation as a leading service organization through every interaction, demonstrating professionalism and dedication. Quality Management: Actively contributes to the organization's success by engaging in quality improvement initiatives and demonstrating a commitment to continuous enhancement of services. Strictly adhere to all SDAIHC policies and procedures while proactively supporting the adoption and implementation of new organizational initiatives. Participate in and champion ongoing quality improvement efforts as directed by clinic leadership, fostering a culture of excellence and innovation. Safety: Maintain strict compliance with all regulations, policies, and procedures related to safe work practices, consistently prioritizing workplace safety. Actively engage in infection prevention by adhering to best practices and implementing appropriate infection control measures during patient care and interactions. Ensure full compliance with regulatory standards to maintain the safety of the physical environment, including equipment and supplies, promoting a secure and hazard-free workspace. Utilize all necessary tools and equipment effectively to uphold workplace safety and reduce potential risks. Promptly identify and report any unsafe working conditions to ensure immediate corrective action and maintain a safe working environment. Privacy/Compliance: Upholds the highest standards of privacy and security for all patients, employees, and volunteers by strictly granting access to information solely on a need-to-know basis for legitimate business purposes. Demonstrates unwavering commitment to corporate integrity by adhering to all relevant regulations and promptly reporting any unethical, fraudulent, or unlawful behavior or activities. Consistently exemplifies the highest ethical standards in all professional interactions and decision-making processes. Safeguards the confidentiality and security of patient and employee information with the utmost integrity, maintaining trust and accountability by allowing access strictly for business-related needs. Disclaimer Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This description reflects managements’ assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. This job description is subject to change at any time. Preference is given to qualified American Indian/Alaskan Natives in accordance with the American Indian Preference Act (Title 25, U.S. Code Section 472, 473 and 473a). In other than the above, the San Diego American Indian Health Center, is an equal opportunity employer. Acknowledgement San Diego American Indian Health Center is an Equal Opportunity Employer. We encourage applications from all individuals regardless of race, religion, color, sex, pregnancy, national origin, sexual orientation, gender identity, gender expression, ancestry, age, marital status, physical or mental disability or any other protected class, political affiliation, or belief. Preference is given to qualified American Indian/Alaskan Natives in accordance with the American Indian Preference Act (Title 25, U.S. Code Section 472, 473 and 473a). In other than the above, the San Diego American Indian Health Center, is an equal opportunity employer. San Diego American Indian Health Center is an Equal Opportunity Employer. We encourage applications from all individuals regardless of race, religion, color, sex, pregnancy, national origin, sexual orientation, gender identity, gender expression, ancestry, age, marital status, physical or mental disability or any other protected class, political affiliation, or belief.

Responsibilities

Lead structured patient engagement and outreach efforts to improve access to care and appointment adherence. Coordinate scheduling and care navigation between patients, clinical teams, and support services while documenting all outcomes in the EHR.