Patient Outreach and Engagement Coordinator at RiverStone Health

Billings, Montana, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Sep, 26

Salary

23.48

Posted On

06 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Patient Outreach, Electronic Health Records, Customer Service, Appointment Scheduling, HIPAA Compliance, Data Entry, Microsoft Office Suite, Care Coordination, Patient Engagement, Medical Documentation, Communication Skills, Time Management

Industry

Wellness and Fitness Services

Description

Working title: Patient Outreach and Engagement Coordinator Classification title: Administrative Assistant II Division: Community Health Center Program: Various Reports to: Health Information Services Coordinator FLSA status: Non-Exempt: Full Time Schedule: Monday-Friday; 8am to 5pm Wage Range: $19.21 to $23.48 hourly; depending on number of years of transferrable experience and internal equity ORGANIZATIONAL OVERVIEW Serving the Yellowstone County community and south-central Montana for nearly 50 years, RiverStone Health is an essential provider of personal and public health services. Health, Education, Leadership and Protection – HELP is what we do. From medical, dental, and behavioral healthcare; home care and hospice; public health services like immunizations, WIC, health promotion, and restaurant inspections; and educating the next generation of health professionals, our expertise spans all ages and stages of life. Underlying principles of access, affordability, compassion, and quality in all interactions, RiverStone Health improves life, health, and safety for all of the communities we serve. JOB SUMMARY: The Patient Outreach and Engagement Coordinator supports patient outreach, communication, and administrative workflows that promote access and continuity of care. This position conducts appointment reminders, missed appointment follow-up, patient engagement and attribution outreach, and assists with document and communication management within the electronic health record. The coordinator serves as a connection point for patients by providing basic information, scheduling support, and routing patients to appropriate clinical or support services when additional assistance is needed. ESSENTIAL FUNCTIONS/MAJOR DUTIES AND RESPONSIBILITIES: A. Patient outreach and Engagement 50% * Conduct outbound calls for appointment reminders, missed appointment follow-up, and patient engagement activities. * Utilizing the tenants of a Patient-Centered Medical home, conduct outbound calls to patients to engage in care with their primary or care team provider. * Conduct approved patient outreach activities in support of clinic engagement, appointment adherence, and access initiatives. * Document all outreach attempts, patient interactions, and scheduling outcomes in the electronic health record (EHR) system. * Assist care teams with special population health initiatives. * Identify barriers to care (e.g., transportation, scheduling conflicts) and escalate to appropriate team members when needed. * Ensure compliance with HIPAA and patient confidentiality standards during all communications. B. Electronic Health Record Duties 30% * Maintain accurate, up‑to‑date documentation in the electronic health record (EHR) * Receive, review, and process incoming medical records from outside providers, hospitals, specialists, labs, etc. * Perform document storage, assignments, scanning, and upload into the EHR * Route records to appropriate clinical and administrative staff for review and action * Route requests for records from outside providers. * Request missing or incomplete documentation as needed. C. Administrative Services 15% * Answer incoming calls, provide accurate information to callers, take messages, and direct calls to the appropriate staff members. * Actively participate in team meetings and contribute to workflow improvement initiatives. * Provide cross-coverage for administrative duties as needed to support team operations. * Follow up with internal staff and external partners to ensure client needs and services are effectively addressed. * Maintain up-to-date knowledge of program changes, including applicable state and federal regulations. * Contribute ideas and participate in quality improvement and quality assurance efforts. * Attend and engage in regularly scheduled staff meetings. NON-ESSENTIAL FUNCTIONS/OTHER DUTIES AS ASSIGNED ≥5% * Keep immediate supervisor and designated others accurately informed concerning work progress. * Perform other duties as assigned in support of RiverStone’s mission and goals. EDUCATION AND EXPERIENCE: Minimum Qualifications * High school diploma or equivalent * Customer service experience * Experience working in a medical setting * Data entry and Microsoft Office Suite experience * Any combination of experience and training which provide the equivalent scope of knowledge, skills, and abilities necessary to perform the work. Preferred Qualifications: * Strong communication and customer service skills * Attention to detail and data accuracy. * Ability to handle sensitive patient information with confidentiality. * Experience with healthcare systems, EHRs, or care coordination processes * Time management and ability to manage high-volume outreach. REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS: * Valid Montana Driver’s License KNOWLEDGE, SKILLS, AND ABILITIES: * Computer literacy, in Microsoft Office Suite. * Knowledge of modern office procedures, practices and equipment. * Ability to maintain a calm and positive demeanor during difficult client interactions. * Ability to display non-judgmental and empathetic listening skills. * High degree of detail-oriented skill level. * Ability to work collaboratively and maintain a positive work environment. * Ability to communicate clearly and effectively with supervisors, co-workers and customers. * Ability to prioritize and perform a wide range of tasks under pressure of continuous interruptions. * Ability to perform job duties with integrity and innovation to ensure completion and a high level of quality. * Ability to understand and adhere to required administrative policies and procedures. CUSTOMER SERVICE EXCELLENCE: * Doing things right the first time * Making people feel welcome * Showing respect for each customer * Anticipating customer needs and concerns * Keeping customers informed * Helping and going the extra mile * Responding quickly * Protecting privacy and confidentiality * Demonstrating proper telephone etiquette * Taking responsibility for handling complaints * Being professional * Taking ownership of your attitude toward Service Excellence. SUPERVISION: * None PHYSICAL DEMANDS AND WORKING CONDITIONS: * Work is mainly performed in a clinic setting on a computer up to 8 hours per day. * Create and maintain a safe/secure working environment by adhering to safety, security, and health requirements. Integrates injury, illness, and loss prevention into job activities by attending any necessary training and implementing best practices. FREEDOM TO ACT & DECISION MAKING: * Work is structured by regulations and established medical practices. * Decisions directly affect the quality of services provided to the public. COMMUNICATIONS & NETWORKING: * Daily written and verbal communication with clients, co-workers and management staff. * Work directly with other team members to provide quality customer service for patients and clients. * Responsible for public medical and non-medical confidential information. BUDGET & RESOURCE MANAGEMENT: None

Responsibilities

The coordinator manages patient outreach, appointment reminders, and engagement activities to ensure continuity of care. They also handle the processing and routing of medical records within the electronic health record system.