Patient Success Coordinator at Prisma Community Care

Phoenix, Arizona, United States -

Full Time

Start Date

Immediate

Expiry Date

21 Jul, 26

Salary

27.0

Posted On

22 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Care coordination, Patient engagement, HEDIS measures, Electronic medical records, Patient education, Medication management, Preventative care, Care gap closure, Communication skills, Interpersonal skills, Data-driven outreach, Microsoft Office, Value-based care, Advocacy, Resource coordination

Industry

Hospitals and Health Care

Description

Description Position Summary The Patient Success Coordinator plays a vital role in enhancing the patient experience and improving health outcomes by serving as a trusted point of contact throughout the patient’s care journey. This position is responsible for creating a welcoming and supportive “welcome to Prisma Community Care” experience for new patients, ensuring they feel informed, comfortable, and connected from their first interaction. In addition, the Patient Success Coordinator fosters ongoing engagement with established patients, encouraging consistent participation in care plans to support compliance, continuity, and improved health outcomes. The Patient Success Coordinator supports appointment adherence, medication management, and encourages preventative care, including annual physicals, while helping patients navigate healthcare resources within Prisma Community Care’s integrated care model. This role places a strong emphasis on closing care gaps and supporting performance on HEDIS and other quality measures by promoting timely screenings, follow ups, and preventative services. Working collaboratively with care teams, the Patient Success Coordinator monitors patient progress, identifies barriers to care, and provides personalized outreach, education, and resource coordination. Through proactive communication and compassionate support, the Patient Success Coordinator helps ensure patients remain engaged in their treatment plans, adhere to recommended care, and complete necessary preventative and chronic care services. The Patient Success Coordinator supports the Prisma Community Care mission of providing affirming and inclusive services to promote well-being and advance health equity for diverse communities and all those seeking compassionate care - especially people of color, 2SLGBTQIA+ and Queer individuals, and those affected by HIV. Essential Functions Care Coordination & Patient Engagement Conduct proactive outreach to patients for appointment scheduling, reminders, and follow up to support care continuity. Monitor and manage no show rates and appointment cancellations, implementing outreach strategies to reduce missed visits. Coordinate appointments across services to ensure timely access to care and alignment with care plans. Meet with all new patients during their initial visit to provide a “Welcome to Prisma Community Care” experience, offering a high touch, white glove introduction to services and care expectations. Assist new patients with onboarding tools, including setup and education on the Healow messaging platform to support ongoing communication and engagement. Educate new patients on Prisma Community Care’s integrated care model and available services to ensure understanding and connection to care resources. Build and maintain trust-based relationships with patients to support long term engagement in care. Encourage active patient participation in care plans, treatment decisions, and overall health management. Care Gap Closure & Preventative Care Utilize EMR and reporting tools to identify care gaps and patients due for preventative services, including annual physicals and screenings. Conduct targeted outreach to support closure of care gaps tied to HEDIS and other quality measures. Educate patients on the importance of preventative care and adherence to recommended screenings and follow up services. Track and follow through on completion of preventative and chronic care services to improve quality outcomes. Medication & Care Plan Support Assist patients with medication adherence, including refill coordination and understanding prescribed treatments. Reinforce care plan compliance through ongoing communication and follow up. Collaborate with providers and care teams to monitor patient progress and escalate concerns as needed. Patient Education, Advocacy & Barrier Resolution Provide individualized education to patients regarding health conditions, treatment plans, and next steps in care. Identify and address barriers to care, including social, financial, transportation, or access related challenges. Data Driven Outreach & Quality Support Leverage EMR, registries, and reporting tools to prioritize and execute targeted patient outreach. Maintain accurate and timely documentation of all patient interactions and outreach activities. Support quality improvement initiatives by contributing to performance on HEDIS measures and value-based care metrics. Track outreach outcomes and patient engagement efforts to inform continuous improvement strategies. Advocate for patients by coordinating solutions and connecting them to appropriate internal and community resources. Facilitate referrals to clinical programs, support services, and community-based resources as appropriate. Compliance & Program Support Adhere to organizational policies, workflows, and regulatory requirements. Support compliance related activities and quality initiatives as assigned. Collaborate with leadership and care teams to ensure alignment with operational and quality goals. We've got great benefits: 200 hours of PTO per year Up to 13 paid holidays per year Medical, dental, and vision insurance Basic life, short-term, and long-term disability insurance paid by Prisma Community Care Employee Assistance Plan (EAP) Retirement savings Requirements Minimum Qualifications 2 or more years of experience in a healthcare setting such as Medical Assistant, Patient Care Coordinator, Medical Case Manager, Care Navigator, Referral Coordinator, or other patient-facing role focused on care coordination, patient engagement, or population health. Demonstrated ability to build trust and establish strong relationships with patients, with a focus on delivering a high-touch, service-oriented experience. Strong communication skills with the ability to effectively engage, educate, and motivate patients from diverse backgrounds and varying health literacy levels. Proven ability to manage competing priorities, including outreach, scheduling, and follow up, while maintaining attention to detail and a high level of organization. Experience using electronic medical records (EMR/EHR) and patient engagement tools; proficiency in Microsoft Office applications (Word, Excel, Outlook) required. Familiarity with preventative care guidelines, care gap closure, HEDIS measures, or value-based care models preferred. Ability to think critically, identify barriers to care, and implement solutions that support patient compliance and continuity of care. Strong interpersonal skills with the ability to work both independently and collaboratively within a multidisciplinary care team. Demonstrated commitment to providing compassionate, patient-centered care and maintaining professionalism in all interactions. Ability to work effectively in a mission-driven organization serving diverse populations, with respect to differences in race, ethnicity, gender identity, sexual orientation, socio-economic status, nationality, and religion. Preferred Qualifications Associate degree or additional training or certification in healthcare, public health, or related field. Experience supporting patient onboarding, patient education, or guiding individuals through healthcare services and systems. Graduation and certificate of completion or diploma from an approved and accredited (CAAHEP or ABHES) medical assisting training program, LPN, or RN. Experience in Integrated Care settings. Experience working in eClinicalWorks. Experience working with Microsoft PowerB and Excel. Bilingual in Spanish and English demonstrating Speaking & Listening skill. Environmental Factors and Conditions/Physical Requirements Work primarily in a climate-controlled environment with minimal safety/health hazard potential. Occasional evening shifts may be necessary. Office environment, exposure to computer screens for lengthy periods of time. Travel outside of the Phoenix region approximately 10% of the time. Compliance Requirements Currently have, or be able to obtain within 90 days of employment, a valid Fingerprint Clearance Card Currently have, or are able to obtain within 30 days of employment, a clear TB test Currently have, or are able to obtain within 30 days of employment, a current flu vaccination Currently have, or are able to initiate within 30 days of employment, a Hepatitis-B primary vaccination series Currently have, or are able to obtain within 30 days of employment, a CPR certification Equal Employment Opportunity Prisma Community Care is an equal opportunity employer, and we value a healthy work environment free from harassment and discrimination based on race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or genetic information. Send reasonable accommodation requests for medical or religious needs to Human Resources at hr@prismacare.org. Reasonable accommodations to allow the employee to carry out position duties will be discussed interactively with the employee based on their specific circumstances and the essential job functions of the position.

Responsibilities

The Patient Success Coordinator manages patient care journeys by facilitating onboarding, appointment adherence, and medication management. They also conduct data-driven outreach to close care gaps and ensure patients receive necessary preventative and chronic care services.