The Network Outreach Coordinator facilitates referrals and client assignments for enhanced care management between Full Circle Health Network providers and Medi-Cal managed care plans. Reporting to the Full Circle Director of Network Operations, the outreach coordinator is responsible for following outreach and engagement protocols and employing motivational interviewing techniques to encourage clients to consent to participate in the enhanced care management (ECM) program. The outreach coordinator is also responsible for ensuring clients who do consent to participate are referred and connected to the provider in the Full Circle who can best address their whole-person needs, as appropriate.
DUTIES AND RESPONSIBILITIES:
Conduct outreach and engagement activities following Full Circle protocols to facilitate linkage to the ECM program. Outreach and Engagement consists of phone calls, mailed information, and field visits.
Serve as the day-to-day contact for managed care plans and network providers to address questions about the status of referrals or cases assigned across the Full Circle network.
Gain a deep understanding of the Full Circle provider network to support appropriate referrals.
Attention to detail to monitor client assignment and complete tasks in line with required timeframes established in Full Circle P&Ps.
Ability to engage clients in multiple modalities, including text, email, telephone, and possibly in person.
Escalate issues appropriately to the Director of Network Operations and provide input into continuous quality improvement efforts.
Complete all documentation in the required electronic system within the timeframes established.
Attend meetings with managed care plans and providers as assigned.
Attend training as assigned.
Support data entry of services as needed into health plan portals.
Perform all other duties as assigned.
Ensures client patient confidentiality.
KNOWLEDGE, SKILLS & ABILITIES:
Interpersonal savvy, demonstrated by the ability to interact with and influence people to establish trust and build strong relationships.
Experience with usage of EMR/EHRs/Care Management software
Strong organizational skills and ability to manage and maintain a busy schedule.
Ability to establish priorities and meet deadlines.
Ability to work independently within a virtual operating environment and as part of a team.
Excellent oral and written communication skills
Ability to exercise judgment in the application of professional services.
Active listening skills and genuine compassion for others.
Enjoys collaboration within a team environment and working with people of different skills and experience.
Commitment to represent the company with professionalism.
Demonstrates cultural competency and ability to work with diverse groups of community clients.
Comfortable using computer for documentation, communication, and organizing work.
Working knowledge or Microsoft Excel to maintain spreadsheets for data tracking, writing basic formulas to standardize data, and create reports through pivot tables, filtering and grouping data.
At least 3 years of relevant work experience
High school graduate or GED required
Long-time resident of the community with good knowledge of the resources of this community
Ability to complete the training program and ongoing educational requirements as assigned
Ability to work flexible hours, including occasional night/weekend work
Multilingual capabilities preferred, but not required
Customer service: 2 years (preferred)
Prior experience as a Community Health Worker, Peer Support Specialist, Medical Assistant or similar role a plus