Care Gap Coordinator

Job Description

Job Description

Description:

JOB SUMMARY:

The Care Gap Coordinator is a key member of the care gap team responsible for proactively reaching out to patients to address care gaps and conduct follow-up care. This position plays a significant role in improving patient outcomes by educating patients on preventative care, chronic disease management, timely screenings, vaccinations, and annual well visits. The Care Gap Coordinator works closely with the Care Gap Supervisor and team to coordinate outreach efforts while building rapport with patients in closing their care gaps effectively. This Care Gap Coordinator will be successful when having effective communication skills, empathy, and a commitment to patient-centered care to successfully engage patients and empower them to take control of their health.

DUTIES AND RESPONSIBILITIES

Care Gap Duties:

• Utilize patient gap lists given by Care Gap Supervisor in identifying patients with outstandings care gaps, such as preventative care and screenings, chronic disease care, vaccinations, annual well visits.
• Conduct proactive calls to patients to educate them about the importance of addressing care gaps and to schedule appointments with appropriate care teams (provider, case managers).
• Work with Medical Records and Referrals Teams by sending encounters to ensure records and results are being received and entered to close the gap.
• Run gap reports weekly on the specified care gap and follow up with patient on pending referral appointments or specimen requests.
• Call no-show patients to identify reason of no-show and request to reschedule while reducing barriers if able.
• Conduct follow-up calls with patients to ensure referral appointments are scheduled and attended, and specimen requests are being completed and returned for testing.
• Follow established workflow processes to ensure efficient and consistent delivery of services.
• Document all patient interactions, including outcomes of outreach efforts on care gap list and appointment scheduling in eCW.
• Regularly train on the importance of proactive healthcare from a patient perspective and learn techniques to empathetically discuss these with patients.
• Be familiar with daily and weekly goals and work with the Care Gap Supervisor and team on strategies for achieving these targets.
• Collaborate with the Care Gap Supervisor and team to analyze data and identify opportunities for process improvement and optimization.
• Attend weekly team meetings to discuss patient incentives, weekly/monthly targets, improvements, and successes.

Administrative Duties:

• Handles patient questions and concerns professionally and respectfully, involving Care Gap Supervisor when unable to resolve it.
• Performs Office Assistant duties when needed, such as preparing patient letters and MCO mailers.
• Proactively acts as patient advocate, responding with empathy and respect to resolve patient and/or family concerns; and recognizes opportunities for improvement to meeting patient concerns

Other Duties:

• Promotes and demonstrates Hope values of: Gospel motivation, Prayer, Excellence, Stewardship, Patience, Thankfulness, Humility, Service, Dignity through Relationship and Hospitality and Joy
• Always maintains and ensures patient confidentiality
• Always Maintains a courteous and professional demeanor; greets individuals and patients as they enter and exit the clinic; facilitates appropriate communication and interpersonal skills with all staff members, volunteers, and patients
• Maintains a safe, secure, and healthy work environment by establishing and following standards and procedures; comply with legal regulations
• Attends and actively participates in staff meetings, and QA/QI meetings when needed
• Performs all other duties as assigned

Qualifications:

• Fluency in English and Spanish - required
• High School Diploma or equivalent – required
• Experience in healthcare administration - preferred
• At least 1 (one) year of medical related experience - required

Education:

• High school diploma or equivalent – required
• Medical Assistant Certificate – preferred

KEY COMPETENCIES FOR SUCCESS

• Faith to believe that Hope is a ministry of God, exemplifying the love of Christ, and held and directed by the Holy Spirit.
• Empathy, patience, and a customer-centric approach to patient care.
• Proven to have good time-management skills and meet target goals.
• Excellent communication skills, both written and verbal.
• Excellent organizational skills and attention to detail.
• Proven ability to maintain integrity in a fast paced and high-demand environment.
• Ability to work both as a team and independently to reach goals.
• Ability to operate general office machinery (computers, calculators, copy/fax machine, telephones, etc.)
• Ability to interact with people from all ethnic backgrounds, ages, and lifestyles; ability to understand and respond appropriately, effectively, and sensitively to special populations.

TYPICAL PHYSICAL DEMANDS:

Occasional standing, walking, lifting, reaching, kneeling, bending, stooping, pushing, pulling and lifting and/or moving up to 25 pounds. Frequent sitting. Manual dexterity. Good reading eyesight and vision for close work. Ability to communicate by speaking and hearing in person or on the phone.