Complex Care Outreach Coordinator

Job Description

This is a fully remote role and candidate must be willing to work 8:30 AM -5pm CST

A bit about this role:

Devoted Medical was founded on the belief that if we treat each member like we would our loved ones, we can meaningfully improve healthcare experiences and outcomes for some of America’s most vulnerable patient populations. The Complex Care Department is at the heart of this goal: we are a highly collaborative, multidisciplinary team of physicians, nurse practitioners, case managers, social work care managers, community health workers, and outreach specialists united by our mission to build a better care delivery system for Devoted’s most complex members. Through a mixture of in-home and virtual interventions, we provide whole-person clinical, social and logistical support for patients with complex chronic conditions, frail elders, and patients at high risk of hospital admissions. Our Outreach Coordinators play the vital role of program ambassador, resourceful connector, and scheduling logistics maestro, working in close partnership with the rest of our multidisciplinary team to ensure we’re treating each patient as we would our own family.

Our Outreach Coordinators partner with a multidisciplinary care team of physicians, NPs, case managers, social workers, and community health workers to establish trusting treatment relationships across a panel of complex patients over a 6-12 month time frame, resulting in meaningful improvements in the panel’s clinical outcomes. Outreach Coordinators play the vital role of consistent program ambassador, resourceful connector, and scheduling logistics coordinator. You will provide caring, accurate guidance in the complex world of health care, primarily via outbound and inbound calls and SMS. You will actively listen to members, see opportunity in the unexpected, respond appropriately, and create a caring atmosphere for our members.

Responsibilities and Impact will include:

• Conducting outreach via telephone and SMS to educate and inform members of available clinical programs or important screenings relevant to them (i.e. eye exams or cancer screenings) and to ensure patients remain connected to care throughout their time in the program, working in close coordination with the care team to coordinate care delivery for the right patients, in the right way, at the right time

• Scheduling initial appointments, thoughtfully adjusting calendars to meet urgent care needs on a regular basis and also responsible to reschedule the visits for other roles on your team.

• Providing inbound call support/call routing for patients with clinical or administrative questions

• Communicating frequently with the care team members and leadership, including routine involvement in daily care team coordination huddles, patient rounds, etc.

• Developing a solid understanding of our benefit offerings in order to investigate and resolve member questions

• Documenting accurate information about member needs in our system

• Supporting the team with daily tasks, including administrative work

• Piloting new processes and workflows

• Working hand-in-hand with other Devoted teams to address member needs

Required skills & experience:

• You have a minimum of 3 years of healthcare experience in customer/patient-serving role, such as a Care Coordinator

• Must be willing to work M-F 8:30am-5pm Central Standard Time (CST).

Desired skills & experience:

• 1-2 years of call center experience is a plus!

• Bilingual Spanish speakers and experience engaging across various cultures

• Health insurance experience (Medicare Advantage a plus)

• Have healthcare experience (scheduling, benefits, care coordination, medical terminology, and HIPPA regulations a plus) Availability to work variable shifts to support the needs of our members across multiple time zones

• Proficient computer skills and ability to learn new systems

• Google Suite Proficiency a big plus - including Google Drive, Google Docs, Google Sheets, Google Slides

• Have great communication, problem solving, analytical and documentation skills

• Use effective time management and organization skills

• Demonstrate evidence of ability to empathize with patients, relatives and colleagues with dignity and respect

Salary range: $25.00 - $30.00 hourly

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• Employer sponsored health, dental and vision plan with low or no premium

• Generous paid time off

• $100 monthly mobile or internet stipend

• Stock options for all employees

• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles

• Parental leave program

• 401K program

• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

Originally posted on Himalayas