Outreach & Relationship Management Representative

We are so glad you are interested in joining Sutter Health!

Organization:

CPMC-California Pacific Med Center Van Ness

Position Overview:

Responsible for the implementation of the various outreach programs, translating operational procedures into step-by-step activities to coordinate activities needed to achieve program goals. For each program, this includes identification and resolution of complex issues; coordination of procedures and products with labs and vendors; building communication campaigns; development, maintenance and day-to-day administrative activities; and providing feedback and recommendations for process improvement. Works with a wide audience, including members, physicians and their staff, lab staff and vendors, in order to process and research complex issues and to administer the program for successful results.

Job Description:

PAY FOR PERFORMANCE OUTREACH:
• Analyze and determine steps that need to be taken in order to successfully achieve program roles.
• Support and coordinate the development and distribution of standardized and other ad hoc reports.
• Conducts initial review and analysis of population lists/reports.
• Works with reporting analysts to develop and maintain processes and timelines for population identification, stratification and reporting based on defined criteria.
• Collaborates with management and project team and/or appropriate external staff for report interpretation.
• Assist with creating annual outreach work plans and maintains schedule tasks. Monitor accuracy and completeness of data collected and recommends improvements to data collection tools and processes.
• Develops/obtains all records, forms and printed materials needed to initiate outreach process. Build and maintain relationships with physicians, staff, and vendors to ensure smooth coordination of efforts.
• Identify and resolve any issues that could impinge the smooth workflow of processes, including coding, products, referral requests, etc
• Maintain spreadsheets and/or databases to track the sequential contact activity of each identified member and to “work” the list to perform the next level of communication in the predetermined timeframes.
• Coordinate and perform the outbound communication processes through the use of a series of escalating communication venues.
• Maintains patient letters, faxes, client correspondence and related documents and files; develops and maintains storage filing system, including back-up procedures for all documents and correspondence.
• Coordinate vendor activities to ensure smooth patient communications. Audit communications to ensure accuracy.
• Contribute to the development, implementation and monitoring of policy and procedure relating to the operations of the Outreach processes.

OPERATION:
• Develop and maintain relationships and act as the primary point of contact for patients, vendors, clients, physicians and their staff
• Serves as general operations resource to the outreach team.
• Act as outreach liaison to clients and providers for issues related to outreach, ensuring a complete understanding of expectations and requirements.
• Research and/or verify member issues; seek resolution using a variety of resources
• Act as a liaison between the member and their physician’s office.
• Influence member participation in the program, using persuasive and motivational techniques to encourage members to complete recommended steps to comply with outreach objectives.
• Prioritizes and reports concerns, improvements, and possible quality issues.
• Maintains administrative statistical reports, department files, reference materials, and policy manuals to ensure proper availability and retrieval.
• Receive and respond to inquiries (phone, email, written, fax) from assigned providers and/or Foundation administration regarding a variety of outreach related issues.
• Coordinates and problem-solve all information system issues with the appropriate department.

DATA ANALYSIS:
• Compiles, maintains and reports information on operations, including productivity, quality improvement and related data in a complete and accurate, and accessible manner.
• Communicates with members, physicians and foundations/clients as directed by program policies.
• Track and analyze utilization statistical data and presents to administration regularly or as needed.
• Attend any/all department and company meetings as indicated by the Management Manager.
• Adheres to organizational policies and procedures and supports Sutter Health’s philosophies and initiatives.
• Attends staff meetings and training sessions, as needed or required.

PROJECT MANAGEMENT:
• Assists in assessment, development, implementation, and evaluation of special projects.
• Creates and promotes positive working relationships internally and as well as with external clients.
• Collaborates with appropriate personnel to achieve special project goals.
• Demonstrates a positive working attitude and diplomatically offers constructive work suggestions.
• Develop and maintain relationships through interactive, client-facing meetings
• Prepare Client Communications, as needed, to communicate important information, changes and/or reminders to providers and staff on Outreach information and updates.

EDUCATION:

• Bachelor's or equivalent education/experience

SKILLS AND KNOWLEDGE:

• Must have interpersonal telephone etiquette and customer service skills

• Demonstrated ability to be highly persuasive and to effectively convince members with possible aversion to the program to commit to a prescribed action (i.e., scheduling and having a mammogram, etc.)

• Demonstrated ability to openly and comfortably discuss sensitive topics with members of both genders

• Able to build positive relationships with a variety of clients

• Must be detail oriented and able to handle multiple projects simultaneously

• Demonstrated ability to handle a large volume of inbound and outbound telephone calls for a variety of clients

• Must have good written and verbal communications skills

• Proficient in Microsoft software products, including Word and Excel

• Able to work in a fast-paced environment

Job Shift:

Days

Schedule:

Part Time

Shift Hours:

8

Days of the Week:

Variable

Weekend Requirements:

None, Rotating Weekends

Benefits:

Yes

Unions:

No

Position Status:

Non-Exempt

Weekly Hours:

20

Employee Status:

Regular

Sutter Health is an equal opportunity employer EOE/M/F/Disability/Veterans.

Pay Range is $44.34 to $66.51 / hour

The compensation range may vary based on the geographic location where the position is filled. Total compensation considers multiple factors, including, but not limited to a candidate’s experience, education, skills, licensure, certifications, departmental equity, training, and organizational needs. Base pay is only one component of Sutter Health’s comprehensive total rewards program. Eligible positions also include a comprehensive benefits package.