ABOUT NCH
NCH is an independent, locally governed non-profit delivering premier comprehensive care. Our healthcare system is comprised of two hospitals, an alliance of 700+ physicians, and medical facilities in dozens of locations throughout Southwest Florida that offer nationally recognized, quality health care.
NCH is transforming into an Advanced Community Healthcare System(TM) and we’re proud to: Provide higher acuity care and Centers of Excellence; Offer Graduate Medical Education and fellowships; Have endowed chairs; Conduct research and participate in national clinical trials; and partner with other health market leaders, like Hospital for Special Surgery, Encompass, and ProScan.
Join our mission to help everyone live a longer, happier, healthier life. We are committed to care and believe there's always more at NCH - for you and every person we serve together. Visit nchjobs.org to learn more.
JOB SUMMARY
The Coordinator Patient Access Population Health is a member of the Population Health/Accountable Care Organization (ACO) team who helps patients “navigate” the healthcare system. They telephonically assist patients through education of the services provided by the NCH Medical Group as well as the larger NCH Comprehensive Health. This role is responsible for responding to patient’s needs, facilitating, coordinating, and managing patient appointments, scheduling, and follow-up of Primary Care and Specialty services. This role serves as a resource and liaison between patients, family members, insurance companies, and the value-based initiatives the NCH Medical Group participate in. They help patients navigate the intricacies of their insurance plans and what steps are necessary regarding provider assignment, eligibility, and referrals. Understands and expedites services to the extent possible when there are organizational challenges that may interfere with timely provision of care.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Other duties may be assigned.
· Telephonically completes outreach to those patients included in our ACO or other value-based programs to assist them in establishing care.
· Completes outbound calls as well as receive incoming calls to and from patients who are attempting to schedule appointments with PCP, Specialty, and ancillary services as needed.
· Ensure patients have access to insurance and social service programs for which they are eligible.
· Provides patient reminders of upcoming appointments and acts as liaison between patients and providers.
· Identifies and resolves real or perceived barriers to care based on insurance benefits.
· Educates and counsels patients on issues related to their coverage plans.
· Maintains current knowledge of community health, welfare resources, and any other programs available to patients.
· Adheres to the NCH Healthcare System policies and procedures.
· Assist in collecting, documenting, and reporting the closures of gaps in care.
· Works with the insurance companies that the NCH Medical Group engages with based on quality contracts to keep patients rosters up to date and works with them to remove patients who were automatically assigned to NCH Medical Group but may not use our services.
· Works with the insurance companies and the clinical members of the Population Health/ACO team to understand our high-risk populations and help to get them set up with a higher frequency of appointments to review and monitor their chronic conditions.
· Completes outreach to the disengaged patient populations to get them established with the appropriate providers for continued support and monitoring of their healthcare needs.
· Telephonically completes patient outreach the patients and educates them on appropriate age and gender screenings.
· Answering patent phone calls and messages and at times acting as a communication liaison between the patients and the providers.
· Demonstrates accountability for time, performance, productivity, and understands the importance of patient privacy. Reviews outside medical records to try and capture missing gaps in care opportunities.
EDUCATION, EXPERIENCE AND QUALIFICATIONS
· Minimum of High School or GED required.
· Minimum of 1 year experience in healthcare customer service required.
· Must be able to prioritize and work independently.
· Good customer services and communication skills.
· Intermediate computer knowledge: Uses Microsoft Word, Excel, Outlook, and Windows.
