Job description
Under the general supervision of the Call Center Manager, the Community Access Specialist will improve patients’ access to care and health outcomes through ensuring they receive an introduction to TVHC, care coordination via a variety of communication platforms, reviewing and improving panel management access, and linking patients to other services. This position will assist in increasing continuity of care and provider utilization metrics.
This is an on-call position, which requires flexibility in availability. Please note that the number of hours per week may vary (up to 40 hours) based on operational needs, and while the role is on-call, there may be opportunities for additional shifts or regular hours depending on demand.
Tiburcio Vasquez Health Center is a non-profit community health center that is dedicated to promoting the health and well-being of our community by providing accessible, high-quality care by integrating primary care, dental care, WIC support, mental health counseling, community health education, and more.
Compensation: $25.20 - $26.46 per hour, includes 20% differential pay in lieu of benefits
TVHC offers compensation ranges that are determined by a thorough market-based analysis and are fully disclosed in accordance with California law. The pay for a selected candidate is determined by a variety of factors to ensure fair and equitable compensation. These factors include the candidate’s experience, education, skills, training, licensure, certifications, and the specific scope of the role. We are committed to providing a competitive compensation package that extends beyond base salary, designed to support the health, wealth, and career development of our employees.
Responsibilities:
Patient Texting: Responsible for responding to all incoming patient texts, including assisting patients with appointment scheduling needs via text, forwarding clinical questions to appropriate staff, and coordinating text-based clinical outreach campaigns.
Appointment Recalls: Responsible for finding appointments for patients on the waitlist with their Primary Care Provider, and reviewing cancelled appointments to strategically schedule patients in order to ensure access and continuity of care.
Appointment Waitlist: Responsible for finding appointments for patients on the waitlist, and reviewing cancelled appointments to schedule patients in order to ensure everyone receives access to care.
Panel Management: Review all upcoming and past appointments to ensure that patients have the most appropriate Primary Care Provider (PCP) assigned to them, review and adjust scheduled appointments as needed to allow patients to see their PCP as often as possible.
Patient Portal: Facilitate text/email messages to patients to assist in boosting portal enrollment. Review appointments scheduled through the portal to ensure they are appropriately scheduled and necessary, based on established scheduling guidelines.
New Patient Orientation: Communicate by phone and text with New Patients in advance to ensure insurance eligibility is up-to-date, explain to patients the importance of cancelling appointments in advance if they are unable to come, and ensure any questions a patient may have when becoming a new TVHC is answered in a timely manner.
Access to Community Services: Link patients to other community services when needed.
Performance Improvement: Participate in Performance Improvement/Continuous Quality Improvement activities as assigned.
Bilingual English/Spanish required.
High School Diploma or GED required.
At least 1-year experience working directly with patients in a medical office; Federally Qualified Health Center is preferred. Knowledge of current EHR practice management system is preferred.
Knowledge of medical payer systems; Medi-Cal highly desirable.
Qualifications:
- Able to relate appropriately to, communicate effectively with, and develop trusting relationships with diverse patient population and with staff.
- Excellent verbal and written communication skills; ability to effectively communicate with patient population and staff; demonstrate a high degree of diplomacy and tact.
- Culturally sensitive and demonstrated ability and effectiveness working effectively with ethnically diverse populations.
- Must be able to review and analyze data and determine appropriate action to enhance patient access.
- Beginner to intermediate proficiency in Microsoft applications: Word, Outlook and Excel.
- Must be comfortable and proficient in using online communication techniques (email and texting, etc.) in a professional manner.
- Provide excellent customer service to patients, community, and co-workers.
- Demonstrates flexibility in regard to job duties and assignments.
