​Complete Care Management Clerk (Outreach Clerk)

Are you a Medical Assistant or Healthcare Professional looking to leverage your clinical knowledge in a specialized patient outreach role?

We are seeking motivated, patient-centric individuals to join our Complete Care Management (Population Health) team in La Mesa. This is a vital telephonic outreach role where your medical background directly impacts patient health outcomes and compliance.

In this position, you will work from weekly uploaded patient rosters to conduct outbound calls to patients living with chronic conditions (such as diabetes, asthma, hypertension, and osteoporosis). You will educate patients on the critical importance of necessary lab work and appointments (e.g., A1c draws, flu shots) and schedule them directly using internal systems.

Location: 100% Onsite in La Mesa, CA (8010 Parkway Dr, San Diego / La Mesa, CA 91942)

Schedule: Monday – Friday, 10:00 AM – 6:30 PM (No Weekends)

Compensation: $24.00 – $25.00 / hour

Contract Duration: 6-Month Initial Contract (Potential for extension; contract team members are encouraged to apply for permanent internal roles)

Start Date: ASAP

Key Responsibilities & Day-to-Day Duties

• Outbound Patient Outreach: Conduct high-volume outbound phone calls (50–60+ calls/day) to patients with chronic conditions, focusing heavily on diabetic population health and care compliance.
• Care Coordination & Scheduling: Educate and persuade patients on the importance of routine lab work and preventative care; directly schedule lab appointments (such as A1c blood draws) and clinical visits using Kaiser internal systems.
• EMR & Records Management: Navigate, review, and update patient electronic medical records ( Epic / HealthConnect ) accurately while maintaining strict HIPAA confidentiality.
• Documentation & Administrative Support: Process, sort, and categorize patient records and forms using standard alpha/numeric systems; operate standard office and scanning equipment daily.
• Productivity & Performance Metrics: Utilize ACD phone lines to maintain required daily outreach targets and call quality standards in a structured, fast-paced environment.

Must-Have Qualifications (Non-Negotiable)

• Education: High School Diploma or equivalent required.
• Clinical / Medical Background: Minimum 1+ years of recent hands-on experience in a medical or healthcare setting. Medical Assistant (MA) experience is highly preferred and has proven most successful in this role. (CNAs, Patient Care Techs, or Medical Office staff with clinical exposure are also encouraged).
• Call Handling Experience: Minimum 1+ years of experience conducting outbound or inbound phone calls in a call center or high-volume phone environment.
• Systems Familiarity: Prior experience or strong technical aptitude working with Electronic Medical Record systems ( Epic / HealthConnect preferred ).
• Important Note on Background: Candidates with strictly insurance-only, billing, or claims backgrounds are NOT a match for this role . Direct clinical or medical office experience is required.

Preferred Qualifications ("Icing on the Cake")

• Kaiser Permanente System Knowledge: Previous experience working within the Kaiser Permanente system or HealthConnect platform.
• Outbound Focus: Proven track record in dedicated outbound dialing and patient engagement rather than strictly inbound queue management.
• Population Health Experience: Familiarity with chronic disease management, preventative care guidelines, or lab draw workflows.