Outreach Coordinator

Job Summary:

MedStar Health is looking for an Outreach Coordinator to join our team at MedStar Family Choice! The ideal candidate will be an experienced customer service professional with excellent organizational and leadership abilities.

The Outreach Coordinator will contact members, educating them about wellness initiatives and annual services that align with the Value Based Purchasing initiatives, HEDIS standards, and EPSDT goals. Assists with coordinating contact and following through with member's Primary Care Physician. Meets the neutral standards established by the regulatory body of the district but strives for the VBP (Value Based Payment) incentive range and/or EPSDT goals. Fulfills the outreach contractual criteria required by the district's regulatory body and assists MedStar Family Choice providers with outreach to members including those who have been non-compliant or are difficult to reach. Plays a key role in connecting members with health care providers and specialist

Join one of the largest healthcare systems in the Baltimore-Washington metro region, also recognized as one of the "Healthiest Maryland Businesses". Apply today and learn how MedStar Health can be your next great career move!

Primary Duties:

• Accurately documents all member appointments and outreach efforts. Obtains a copy of the completed services to track compliance and overall utilization score. Assists the Quality Improvement Department with the collection of clinical records. Initiates, coordinates, attends and/or presents at wellness community events or venues to educate the community and providers about the services provided by MedStar Family Choice.

• Adheres to best practices and empowerment-based approaches to collaboratively coordinate care for assigned households. Assists with the development and implementation of member incentive programs to encourage compliance with wellness and preventative care. Assists with special mailings, program drawings, and gift card mailings for assigned Wellness and Preventative Care Program. Sends text message/ email reminders for appointments and outreach messages to encourage adherence to wellness and preventative care.

• Contacts all head of households (HOH) in territory at least once by the end of the first quarter of the calendar year. Facilitates member understanding and utilization of the MedStar Family Choice Benefit Plan, resolves member inquiries, and assists the patient in coordinating care or services. For assigned territory, develops, and implements strategies to engage members with the annual wellness requirements. Coordinates appointments as necessary; educates members about the importance of preventative care; and facilitates and supports the member's relationship with their PCP (Primary Care Physicians). Works with providers to schedule doctor days at least three doctor days per year. Works with PCP to perform member calls from the provider office as needed.

• Generates case management referrals and quality referrals. Maintains the macro reporting database which refreshes monthly proactive statistics on compliant members and an active list of members to call and coordinate preventive care appointments. Processes transportation requests for members when criteria are met. Accurately documents transportation services. Processes Welcome-Orientation calls when contacted by a new MedStar Family Choice Member and documents in the computer system.

• Provides telephone coverage and processes calls related to PCP and provider questions, eligibility and benefits, transportation, and authorization issues. Enters contact information in the Clinical Software System. Completes Local Health Department referrals, and documents follow up results. Maintains productivity standards for call volumes per day and appointment scheduling as set forth by management.

Qualifications:

• High School Diploma or GED.

• Customer service experience in a managed care or social service setting.

• Associate degree or related certification preferred.

• Medical Assistant certification preferred.

• Medicaid experience preferred.