Patient Care Outreach Coordinator

SHIFT:

Seeking Breakthrough Makers

Children's Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care-and your career.

CHOP's Commitment to Diversity, Equity, and Inclusion

CHOP is committed to building an inclusive culture where employees feel a sense of belonging, connection, and community within their workplace. We are a team dedicated to fostering an environment that allows for all to be their authentic selves. We are focused on attracting, cultivating, and retaining talent who can help us deliver on our mission to be a world leader in the advancement of healthcare for children. We strongly encourage candidates of all races, colors, ethnicities, religions, perspectives, sexes, backgrounds, and lived experiences to apply.

A Brief Overview
The Patient Care Navigator will facilitate outreach, scheduling and completion of overdue preventative care services at the CHOP Primary Care ambulatory locations. They will provide superior customer service while working to enhance the patient family experience of our primary care population in Pennsylvania and New Jersey. They will also identify and work to alleviate any barriers to scheduling for patients and families.

Through utilization of population health tools, Patient Care Navigators will work to improve rates of annual well visit completion for overdue patients, proactively outreach to patients due for future appointments, engage patients and families with high risk of no-show to ensure visit completion, and identify trends related to access, outreach and appointment availability.

This role will potentially impact the care of 300,000 lives in the Primary Care Network, while also improving performance on payer incentive plans, representing approximately $15 million in potential revenue. The Patient Care Navigator must possess strong customer services, interpersonal and analytical skills, while also working to build strong relationships with other Care Network personnel.

What you will do

• Patient Care Outreach and Scheduling
• Utilize EPIC Healthy Planet Reports for targeted telephone and MyCHOP messaging outreach to patients overdue for care.
• Proactively outreach to patients who will be due for a preventative care visit in the next six months.
• Utilize, manage and optimize text messaging platform for targeting text message outreach to patients and families due for care.
• Efficiently schedule of both overdue and proactive annual well visits at multiple Primary Care locations
• Communicate effectively with managers, nurses and front desk staff at each office as needed.
• Engagement with Patients and Families at High Risk for No Show
• Utilize EPIC Healthy Planet reports for proactive outreach to patients with scheduled future appointments who may be at a high risk to no show.
• Outreach to families with history of chronic no shows to mitigate risk factors and encourage future attendance at visits.
• Project Management and Analytics
• Work with value-based care team to develop outreach plan based on needs of 31 different Primary Care locations
• Analyze open slots and template data to determine visit capacity.
• Continued analysis of outreach method, frequency and message content to determine optimal patient/family engagement strategy.
• Panel Roster Management
• Outreach to new patients recently added to insurance panels to schedule first well visit at attributed Primary Care locations.
• Assist with transition of patients who have reached age of transition to adult care, as well as patients who no longer come to CHOP for primary care.
• Manage access to insurance payer platforms for access to panel rosters, care gap lists and quality scores.
• Completion of Supplemental Programs
• Assist as needed in data entry and completion of IBC Comprehensive Visit notes, Keystone First POP program notes and Intensive Case Management completion.

Education Qualifications

• Bachelor's Degree Required
• Bachelor's Degree Healthcare related field Preferred

Experience Qualifications

• At least one (1) year of experience in customer service or health care related field Required
• At least two (2) years customer service in a healthcare-related setting, community-based health work, working in the pediatric community, care coordination, or case management Preferred

Skills and Abilities

• Strong interpersonal skills, communications skills, problem solving skills, and community networking skills.
• Ability to work effectively with a wide range of constituencies in a diverse community
• Ability to learn and navigate EPIC EMR system
• Competency in database management
• Proficiency in Microsoft Office suite: Excel, PowerPoint, Word, Outlook
• Actively contributes to a highly collaborative work environment.
• Creative and energetic problem solver.
• Strong willingness and aptitude for learning new concepts and analytical approaches.
• Excellent organizational skills and strong attention to detail.

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, professionals working onsite-at any CHOP location, for any portion of time-must be vaccinated for COVID-19. Learn more.

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