The Requirements
To meet the basic qualifications for this role you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, you will have:- Minimum 2 years' experience working in a multi-cultural community based health outreach program; Bachelor's Degree or AA degree with equivalent healthcare experience is preferred.
- High level ability to influence and engage with diplomacy and aplomb, including strong written and verbal communications skills, such as reflecting, active listening, and paraphrasing.
- Ability to work with patients or family members who speak English as a second language; knowledge of Cambodian and Russian languages is a plus.
- Self-motivation, a goal orientation, tenacity and a sense of urgency.
- Ability to research and investigate leads for patient outreach and engagement.
- Computer proficiency, including MS Office. Quick question for you - click here
- Ability to travel as needed in a timely manner within Renton, Lakewood & Seattle to locations that may have limited access to public transportation; private vehicle and proof of liability and property damage insurance on vehicle is required; Licensed driver for a minimum of 3 years with no violations and/or accidents within 3 years; No vehicle related suspensions/reinstatements; No DUI, reckless or felony driving within 7 years. Quick question for you - click here
The Role
Reporting to the Social Services Supervisor, you'll be an integral part of the Patient Engagement Team. Your mission is to reach out, establish trust based relationships and motivate new and/or previously-hard-to engage patients to get back into the doctor's office. You'll do this through research to identify accurate contact information for these individuals and through field-based activities, such as home-visits. You'll also do some lighter touch case work.We mostly serve Russian and Cambodian patient populations and will look to you to overcome language and cultural barriers and engage caregivers and/or household patients. You may reach out to as many as 100 people but some will need additional follow-up and some will fall off, so you may end up with a case load of 50 patients. Our overall goal for this program is to reduce emergency room and hospital admissions by 20% and we'll look to you to fully align with and meet/or exceed this goal.
In general, you'll spend about 50% of your time with outreach, figuring out where these patients are, tracking them down and also doing some light case work; another 40% following up with these patients and the primary care team; and the remaining 10% with administrative duties. You'll mostly work from 8 am to 5 pm, but some evenings and weekends may be required if your patients end up in the Emergency Room or hospital. You must have a licensed vehicle and be able to travel between our Renton, Lakewood and Seattle offices.
Specifically, your responsibilities will include, but are not limited to the following:
- Cultivating and forging trust based relationships and engaging individuals not readily interested in health care services.
- Leveraging motivational interviewing skills to get patient agreement to participate in the on-boarding or care planning process.
- Utilizing internal and external resources (such as claims, referrals, and pharmacy data) to accurately identify successful modes of communication with unreachable or hard-to-reach patients.
- Outreaching directly to patients.
- Engaging patients in the most appropriate and effective setting (e.g., community, hospital, pharmacy etc.).
- Providing education to new patients regarding Concerto, the on-boarding process and the role of the primary care provider.
- Actively managing an assigned set of patients that are determined to need lighter-touch, support to self-manage their own health conditions and maintain adequate engagement with their care team.
- Participating in and supporting the planning, development, execution, and evaluation of patient engagement plans.
- Assisting patients in navigating the health system and connecting with helpful community resources.
- Utilizing established workflows and collaborating with internal stakeholders such as: care center teams; field team; ancillary team; patients; administration and operations
- Participating in collaborative team meetings and patient care planning.
- Traveling to patients’ homes, community locations, various agencies, and other outreach destinations.
- Performing other duties as assigned.
What's In it For You
High impact within growing holistic model: ConcertoHealth is expanding and this growth will create opportunities for proven performers. You'll be part of a multi-disciplinary team with the opportunity to grow across disciplines. You'll also have a voice in enhancing our patient engagement program, pushing it to the next level.
Empowerment & autonomy: Our leadership espouses that unique breed of servant leadership where we invite you on a journey to discover your own best potential, instead of forcing you to follow. We have fostered a results-driven, team-oriented environment that has the motivation and high level support to bring your innovative ideas to life.
Full spectrum of care: Our model creates a team of care professionals a diverse array of skills, allowing you to exchange ideas and insights with talented professionals. Team members bring different specializations, but they all share a commitment to patient-centered care. This model makes Concerto the perfect name. It reflects our unique approach to healthcare. It’s about how we work in concert with patients, providers, and health plans. Our approach focuses on bringing harmony across the spectrum of a patient’s care, health, and dignity.
Rethinking relations with patients: ConcertoHealth reinvigorates the patient to primary care doctor relationship, whether based in the community or system-employed, or at a ConcertoHealth Care Center, and reinforces the doctor's ability to serve as the medical home through population health tools. Along with patient supports including care management and social services, ConcertoHealth equips the provider to understand and manage the patient's comprehensive health care experience, from home to hospital to nursing facility.
Excellent compensation: In addition to a competitive salary, we offer full benefits package, including medical and dental insurances, paid-time-off, a 401(k) with company match, license renewal reimbursement and more.
Keys to Success
In a role that requires daily interaction with a plethora of patients who may be resistant to getting back into the healthcare system, the true "keys to success" will lie in your ability to engage and influence diverse personality types, building bridges with tact and grace. Other facets of success will be to:- Have the tenacity to follow up and manage difficult situations.
- Assume ownership of your own professional development, including staying abreast of emerging issues and best practices in community healthcare.
- Embrace our mission and our passion for making a difference.