Outreach & Enrollment Specialist - ECM

Job Description

Job Description

ABOUT US:

Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision. A community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together.

We have been doing this since 1969 and it is our employees that make this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If that sounds like an organization you want to be a part of, we would love to have you.

ROLE OVERVIEW:

The Outreach and Enrollment Specialist will perform outreach and engagement for potential patients to determine eligibility and complete enrollment assessments for the Neighborhood Healthcare Enhanced Care Management (ECM) Program. This role will collaborate with other care team to ensure patients are accessing needed resources.

**Please note, this is a hybrid position with a typical schedule of 2 on-site days and 3 remote workdays per week. On-site expectations may vary and are dependent on performance.**

RESPONSIBILITIES:

• Provides ongoing monitoring of the Targeted Engagement List (TEL)
• Reaches out to potentially eligible Neighborhood patients for program engagement and completes program eligibility and enrollment assessments per ECM program protocol
• Assigns patients to the appropriate ECM care team members based on risk category and available clinical data for ECM engagement activities
• Supports other ECM care team members with completing delegated tasks to achieve monthly patient service goals
• Documents program enrollments, assessments, updated activity/progress notes, and any other forms necessary in managed care plans and ECM portal
• Uses evidence-based approaches to engage with patients, such as Motivational and relationship-based Interviewing
• Promotes collaboration between the members and their medical/behavioral team to increase the member's sense of control over their health
• Assists with coordinating medical and behavioral health access issues with primary care provider offices, specialists, and ancillary services
• Audit managed care plans and ECM portal to ensure documentation is completed and ready for monthly ECM billing
• Collaborates on patient care issues and systematic case reviews with other ECM care team members to help patients prioritize healthcare needs, remove barriers to accessing care, and make healthcare related decisions
• Consults with other ECM care team members and NHC providers/staff to provide recommendations to support improved health-related outcomes
• Assists with arranging transportation and completion of durable medical equipment requests
• Verifies insurance eligibility and submission of treatment authorizations
• Coordinates with ECM patients in the most easily accessible setting, such as providers, Neighborhood sites/clinics, or other settings
• Impacts patient experience by demonstrating values of courteous and helpful behavior and a commitment to accuracy

Quality Management & Record Keeping:

• Contributes to the success of the organization by participating in quality improvement activities
• Documents in eClinicalWorks all care coordination and other services or teachings provided in a timely manner
• Prioritizes activities according to intensity, need, and required follow-up
• Provides accurate and timely reports to supervisor and site staff, as needed

EDUCATION/EXPERIENCE:

• High school/GED required
• Valid CA driver's license and proof of car insurance required
• Two years’ experience documenting customer activities required; healthcare experience preferred
• Experience with community outreach and behavioral health with high-risk populations preferred
• Bilingual (English/Spanish) strongly preferred

ADDITIONAL QUALIFICATIONS (Knowledge, Skills, and Abilities):

• Excellent verbal and written communication skills, including superior composition, typing, telephone, and proofreading skills
• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
• Ability to interact with diverse clinic personnel, patients, and community-based organizations
• Knowledgeable about and experience with medical terminology
• Knowledgeable about and experience with evidence-based communication, such as motivational interviewing or empathy-based communication strategies
• Knowledgeable about and experience with multicultural communities, mental health conditions, and addictive disorders
• Ability to address unmitigated bias and judgement impact on health
• Knowledgeable and experience with spreadsheets, databases, data entry, scanning, printing, and faxing
• Ability to work with patients who are considered vulnerable, challenging to engage, or those who suffer from mental health and/or substance abuse concerns
• Ability to use Microsoft Office applications
• Ability to successfully manage multiple tasks simultaneously
• Excellent planning and organizational ability
• Ability to work as part of a team as well as independently
• Ability to work with highly confidential information in a professional and ethical manner

Pay Range: $24.95 - $34.93 per hour, depending on experience

Compensation Disclosure: The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to: the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs. As a result, placement within the range is not guaranteed, and the full pay grade range may not be utilized.