Member Experience Outreach Coordinator (Hybrid, Bilingual)

About the Role

The role of the Member Experience Team is to evaluate and enhance member contact experience with providers, specialists, and internal departments through outreach, analysis, and practice improvements.

Support improved completion of HEDIS measures and patient health literacy leading to improved health outcomes and patient satisfaction.

Enable a culture of service excellence while standardizing, monitoring, measuring and improving patient experience through all aspects of patient care encounters.

The Member Experience Outreach Coordinator conducts regular patient outreach to collect information about their experience and satisfaction with their Primary Care Provider and their Medical Group.

Additionally they conduct patient health outreach on general topics as related to population health. The role is to help set patient expectations, promote preventative care and enhance the patient healthcare services provided. What You’ll Do :

• Works under the general supervision of the Director.
• Coordinate member outreach utilizing telephone, email and text messaging.
• Conduct patient outreach as directed on topics related to member satisfaction, member experience and population health.
• Communicate effectively with all individuals in a professional and respectful manner.
• Maintain accurate records of all tasks and outreach results.
• Respond to patient questions, concerns and requests for assistance accurately and professionally, as they arise during the course of outreach.
• Utilize available tools to research patient concerns
• Maintain accurate knowledge of HEDIS / Star ratings, CMS regulations, Medicare and general population health guidelines specifically as they pertain to patient satisfaction.
• Maintain accurate knowledge of Member Experience Team programs.
• Provide general administrative and clerical support.
• Support ME Team activities including patient orientations, health education programs, and special events.
• Provide multi-lingual translation both written and oral, as needed for outreach and development of collateral.
• Maintain strictest confidentiality at all times
• All other duties as assigned

Qualifications :

• BILINGUAL - Must be able to read, write and speak Mandarin, Cantonese and / or Spanish to communicate with the patient community and gather needed information
• High school diploma or general education degree (GED)
• 2 years related experience in customer service, phone outreach, or clerical procedures, or a related field
• Experience in telephone outreach
• Ability to effectively present information in one-on-one and small group situations to patients and other employees of the organization
• Must have ability to plan, prioritize, and complete tasks accurately and efficiently both independently and in a team environment
• Working experience of Microsoft Office including Word, Excel and Publisher
• Excellent phone etiquette, strong communication and customer service skills, and respect for confidentiality
• Must demonstrate tact and diplomacy in interpersonal interactions and be able to project a professional, pleasant image while interacting with a variety of personalities and cultures
• Ability to effectively present information in one-on-one and / or small group situations to upper management, and other employees of the organization

You’re great for the role if :

• Knowledge of ZOOM and EZ Cap software
• College course work in business, human services, or a related field
30+ days ago