Population Health Specialist II

at  Ascension DePaul Services

GENERAL JOB DESCRIPTION

Population Health Specialists II serve as part of a team responsible for assisting patients with timely and appropriate access care with Primary Care and/or Specialty providers within our network of clinics.
The Population Health Specialist II will work closely with the Population Health, Quality and Clinical Departments to ensure patient referrals are handled accurately and within a reasonable timeframe. The Population Health Specialist II may help facilitate inbound and outbound telephone calls, targeted campaigns, scheduling appointments in the electronic medical record system, following up to determine if scheduled appointments were kept, and monitoring gaps in care outlined by health plans. This position communicates accurate electronic messages to appropriate care team member as needed to address patients calling with questions for their care team.

MINIMUM QUALIFICATIONS

• High School Graduate
• 3 years’ experience working in a health care setting
• 3 years’ experience working with an electronic medical record
• Experience working with a diverse population
• Excellent verbal and written communication skills
• General computer literacy (experience with Microsoft Windows, Microsoft Office)
• Knowledge of basic medical terminology
• General knowledge of medical insurance industry standards

PREFERRED QUALIFICATIONS

• 1 year experience working with an electronic medical record
• 1 year experience working in health care quality assessment, measurement and/or analysis (i.e. HEDIS measures)
• Bilingual English/Spanish

• Ensures diagnostic results and consults are accurately scanned into the Electronic Medical Records.
• Receive and respond to telephone messages from the Population Health Call Center staff while collaborating with Operations and Clinical teams as appropriate.
• Act as a liaison to transmit accurate medical messages to clinical care teams.
• Communicates with external entities to retrieve test results and consults.
• Communicates and notifies patients about appointments within external facilities.
• Helps to problem-solve various issues as they relate to the delivery of patient care and referrals.
• Communicates challenges and barriers in closing of referral loops as necessary to management.
• Assisting with pre-visit planning work as directed.
• Position will be expected to cross-train to various roles within the Population Health Department to improve quality outcomes as directed.
• Inbound telephone call from multiple sites through call queue.
• Accurate transmittal of medical messages to care team.
• Scheduling of appropriate patient appointments.
• Reviewing of historical appointments to determine appropriate appointment types and durations.
• Timely follow up on missed call opportunities.
• Review of after-hours call registry to ensure patient appropriately scheduled.
• Contact patients that have been linked to clinic through their insurance plan or benefit plan but have never been to clinic to schedule them an appointment.
• Answer patient’s questions regarding what services clinic offers to patients and clinic’s availability.
• Scheduling patients for wellness visits and addressing gaps in care.
• Insurance payer outreach campaign calling as directed.
• Follow up on no show patients, past due to be seen patients.
• Communicate information to program leadership regarding patients that prove difficult to reach or who elect not to set appointments.
• Assist with documenting and tracking Population Health campaign calls and volumes.
• Daily reporting as directed on call volumes, equipment failures, patient complaints.
• Referring of patients calling with Social Determinants of Health.
• Care coordination for diagnostic imaging orders
• Care coordination for specialty service referrals
• Record retrieval of results and consultation notes
• Tracking of referral loop closures
• Other tasks and duties ass assigned by management or leadership.