Value-Based Outreach Coordinator

GENERAL SUMMARY:
The Value-Based Outreach Coordinator joins the Practice Innovation Team in collaborative pursuit of providing high-quality, efficient, coordinated, and supportive healthcare for our community while optimizing population-based revenue. This role is responsible for utilizing available resources to ensure patients receive excellent care that is continuous, comprehensive, appropriate, and coordinated across UVA Health and in alignment with value-based care models. This position works cooperatively with the interdisciplinary Practice Innovation Team, primary care providers and personnel to accomplish goals and objectives in accordance with established policies and procedures including patient scheduling and ensuring accuracy of electronic medical record documentation. This position is mostly remote, will report to facilities as needed/requested.

PRINCIPAL DUTIES AND RESPONSIBILITIES :

Essential functions of the job:

• Reviews reports and the electronic medical record to identify patients with overdue clinical needs (preventive care and screenings, wellness visits, chronic disease management, follow-up after emergency department or inpatient utilization, referrals, or other clinical services). Analyzes, prioritizes, and acts on this data to schedule or support patient needs and care coordination.
• Maintains patient-centered approach in all activities.
• Demonstrates strong team work by notifying PCP and appropriate clinical team when issues pertinent to patient care arise.
• Performs patient outreach by telephone call or letter and utilizes technology to send patient outreach messages to populations and individuals via MyChart. Tracks effort and outcomes. Addresses patient and family concerns.
• Performs pre-visit chart preparation which may include pending orders for overdue needs.
• Performs population-based chart preparation which may include retrieving external medical records and documenting data such as external mammograms, colonoscopies, diabetic eye exams, and lab values in standardized locations within the electronic medical record such that the data is visible and accessible to the clinical team.
• Facilitates care coordination with multiple teams, disciplines or external resources as required. Identifies and facilitates referrals to community resources (i.e. food, transportation, medication assistance, caregiver needs) as requested.
• Assists patients with self-management through approved, evidence-based education, telephonic/electronic engagement, encouraging and supporting patient adherence to their care plans, as requested.  Escalates to clinically appropriate channels if questions are outside of approved scope. 
• Uses knowledge of specific payer benefits to demonstrate value to patients.
• Provides administrative, clerical, and IT assistance in support of achieving optimal patient outcomes, meeting quality benchmarks, and strengthening value-based contract performance.
• Develops understanding of defined patient panel or population, as assigned by the High Value team in Practice Innovation. Responsible for improving performance on value-based contractual priorities, tracking quality trends at the population-level and patient-level, and resolving issues related to coordination and access for these patients.
• Collaboratively participates in departmental committees and quality improvement initiatives as appropriate.
• Consistently achieves established productivity and performance targets.
• May be asked to perform other duties as assigned.
• Consistently achieves established productivity and performance targets.

REQUIRED QUALIFICATIONS (Knowledge, Skills & Abilities) :

Education:

• High school graduate or GED required
• Associate Degree, Medical Assistant certification or LPN highly preferred

Experience:  

• Minimum one year experience in patient services or patient relations
• Preferred – Experience working in a call center or medical setting

Knowledge and Skills:

• Intermediate knowledge of and experience utilizing a personal computer.
• Intermediate word processing and spreadsheet skills.
• Ability to successfully complete generic and department specific skills validation and competency testing.
• Computer proficient in Microsoft Office, with the ability to multi-task, working in a variety of software and internet platforms while conversing with a consumer and documenting information.
• Ability to use a variety of software packages to produce correspondence and documents and maintain presentations, records, spreadsheets and databases.
• Ability to promptly assess requests by using electronic and paper resource materials and correctly respond to patient inquiries.
• Excellent data entry, numeric, typing and computer navigational skills, with attention to details.
• Excellent interpersonal and verbal communication skills to provide remarkable customer service.
• Requires excellent organizational, problem solving and critical thinking skills.
• Requires the ability to organize and prioritize work in a stressful environment, be detail-oriented, and have excellent time management.
• Must be able to interact positively with individuals of all cultures, all levels of health literacy, and all levels of authority.
• Requires the ability to maintain confidentiality.
• Self-motivation and ability to work independently within a team setting.
• Active learner able to adapt priorities in a change-ready, fast-paced environment.
• Ability to adapt communication style to suit different audiences. Empathetic listener, sensitive, upbeat, optimistic, articulate, gracious and tactful. Ability to calm upset patients in a composed and professional demeanor.

Additional Skills/Requirements preferred :  

• Knowledge of basic medical terminology preferred. Knowledge can be obtained through formal classes or work experience.
• Working knowledge of electronic medical record systems preferred.

SUPERVISORY RESPONSIBILITIES : This position has no direct reports.

WORKING CONDITIONS : Mostly remote work or general office environment, ability to travel between campus buildings, remote facilities, and out of town as needed.

COMPETENCIES:

• Customer Focus: Knowing the (internal and external) customer business needs and acting accordingly; anticipating customer needs, and giving high priority to customer satisfaction and customer service.
• Attention to Detail: Taking responsibility for a thorough and detailed method of working.
• Planning and Organizing: Setting priorities and defining actions, time, and resources needed to achieve predefined goals.
• Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
• Initiative: Spotting opportunities within a circle of influence; anticipating threats and acting on them; self-starting rather than waiting passively until the situation demands action.
• Stress Tolerance: Performing well when faced with pressure due to time frame, workload, adversity, disappointment, or opposition.

The University of Virginia, i ncluding the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff.  We believe diversity is excellence expressing itself through every person's perspectives and lived experiences.  We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.