Patient Experience Coordinator II
: Job Details :

ApplyDescriptionPrimary Purpose of Position:Join Our Team at North Shore Community Health as a Patient Experience Coordinator II - Elevate Your Impact in Value-Based Care! At North Shore Community Health, we believe that patient experience begins long before a patient walks through our doors and continues well after their visit. We are seeking a dedicated Patient Experience Coordinator II to enhance our efforts in making healthcare accessible, affordable, and personalized for our community. In this role, you will build on your foundational skills to take on more complex patient navigation and referral coordination. As a Patient Experience Coordinator II, you will play a critical role infacilitating seamless transitions of care for patients with nuanced needs, ensuring they receive the appropriate support and resources throughout their healthcare journey. Reporting to the Manager of Patient Experience, you'll leverage advanced reporting tools to analyze data and improve patient outcomes while coordinating referrals for more complicated cases that require careful attention and follow-up. You will engage with patients to guide them through the intricacies of their care, addressing challenges and facilitating communication with specialists across the North Shore region. Your responsibilities will include utilizing data-driven insights to identify trends and enhance service delivery, as well as mentoring junior team members to foster a collaborative environment focused on patient-centered care. This is an excellent opportunity for those looking to deepen their impact in the value-based care movement while making a meaningful difference in the lives of patients in our community.The OrganizationNorth Shore Community Health (NSCH) is a highly accomplished community health organization that prides itself on its compassionate approach to serving the surrounding communities with comprehensive and culturally sensitive care. With a strong commitment to excellence, NSCH provides:* Comprehensive primary care.* Dental services.* Behavioral health care.* Care management.* Pharmacy services.* Substance abuse disorder treatment.* Nurse care management.* Insurance enrollment assistance.NSCH operates service sites at Gloucester, Peabody, and Salem Family Health Centers, ensuring convenient access to care. Additionally, NSCH extends its reach through school-based health centers within the Salem and Peabody School Districts. NSCH collaborates with Bentley Academy, Collins Middle School, Horace Mann School, Bates Elementary School, and the Peabody Learning Academy for behavioral health services.As a community-based safety net healthcare provider, NSCH actively encourages diversity and welcomes staff members who reflect the rich tapestry of our communities. We highly value the contributions of our team members and offer a wide range of perks and comprehensive benefits. These include health and wellness benefits, tuition reimbursement, loan forgiveness opportunities, and other appealing benefits.We believe in supporting our employees from day one, and all eligible staff members can take advantage of these benefits right from the start of their employment at NSCH. We aim to foster a supportive and rewarding environment that empowers our team members to provide exceptional care to our communities.MissionNorth Shore Community Health's mission is to build healthy communities by providing exceptional care to all.VisionHealthy People | Vibrant CommunitiesValuesAccountabilityWe take our responsibility to ourselves, each other, and the NSCH Community very seriously. We understand our individual roles, and positions of power with respect to how others perceive our roles and actions. We hold ourselves accountable when we make mistakes-acknowledging the error, owning it, taking corrective actions, and moving forward. We follow through on what we commit or resolve to do.IntegrityIntegrity is the foundation of healthy relationships. We are committed to the highest ethical standards: honesty, fairness, respectfulness, and trustworthiness. We are honorable and respectful in dealings with others, and we strive to deal honestly, fairly, and in a respectful, ethical, and trustworthy manner when in agreement or disagreement.EmpathyEmpathy is a deep appreciation for another's situation and point of view, which is the basis for the golden rule and our intrinsic sense of justice. We strive to bring empathy into our interactions with each other and with our patients.CourageWe see courage as the strength of character to stand up for our convictions and belief system. To have courage is to have the fortitude to take risks and to extend one's behaviors, actions, and thoughts beyond one's comfort zone. We appreciate that courage is often required to compromise. Courage is a state of mind to face adverse, difficult, and challenging situations with confidence and positive energy.RespectNSCH holds its patients in the highest regard. We provide care that is respectful of and responsive to individual patient needs and values. We take the time to listen to concerns, understand what is important, and provide appropriate solutions and care. We do this through coordination and integration of care, collaboration, and teamwork.CommitmentNSCH is committed to the health and well-being of its community, patients, and staff. We demonstrate this commitment by constantly striving to align our actions with our mission, vision, and values.EEO Statement:We, North Shore Community Health (NSCH), are an equal employment opportunity employer. Our goal is to have a diverse workforce representative of all people, at all job levels, in the organization. We do not and will not make any personnel decisions (like recruiting, hiring, job assignments, and promotions) based on age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity, gender expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. Functions:Patient Experience Coordinator I Duties* Utilize widely-adopted external systems - like insurance portals and databases - to better manage more abstract elements of optimizing patient access and experience.* Navigate patients through necessary insurance changes to ensure continuity of primary and specialty care.* Give great customer service - measured through timely response and thorough outreach and follow-up - to both patients and coworkers, helping with healthcare access and patient experience.* Make sure patient care is smooth by processing more complex referrals, keeping patients updated about their appointments, and working with clinical staff to get them the care they need quickly.* Help patients get the care they need by following-up with patients to ensure they receive their specialty care, as well as supporting patients with specialty appointment scheduling and logistics* Improve the patient experience by checking upcoming appointments, confirming active insurance, and making sure patients are prepared and supported.* Help patients find affordable care options, especially those without insurance or with limited coverage.* Lower healthcare costs by quickly reaching out to new MassHealth patients, scheduling appointments, and getting them enrolled in primary care.* Encourage patients to sign up for MyChart to manage their care and easily connect with the care team.* Keep patient information private and communicate professionally with everyone involved in the referral process.Requirements* High School diploma or equivalent* A minimum of two (2) years of customer service experience, preferably in a medical setting or office environment* Bi-lingual in Spanish/Portuguese and English* Demonstrated work history of reliability, good attendance, and a positive attitude* Detail-oriented and thorough* Willingness and ability to learn new technologies - Digium/Switchvox phone system, EPIC for medical appointments, Dentrix for dental appointments* Warm and professional telephone manner; good memory and patience* Ability to multi-task and follow up to complete tasks* Ability to be courteous, efficient, effective, and patient in a fast-paced environment* Maintain strict adherence to the NSCH Confidentiality policy* Incorporate NSCH's Mission and Values into daily activities* Comply with all NSCH personnel policies and procedures* Willingness to be flexible about work assignments* Strong interpersonal and communication skills* Competency in working with Microsoft Office Suite and EPIC is a plusAs a health center, NSCH ensures that all employees comply with the annual requirements for vaccinations and health screenings. All employees must be vaccinated against COVID-19 as a condition of their employment unless they have been granted a religious or medical exception. Proof of COVID-19 vaccination must be provided, and prospective employees must be vaccinated before their first day of employment, submitting their vaccination record and pre-hire paperwork. If you need to request an exemption from the vaccine requirement or have any inquiries regarding this policy, please contact the Human Resources Department at ...@nschi.org.At North Shore Community Health, our commitment lies in fostering a diverse workforce. If you're enthusiastic about this position but feel that your previous experience aligns differently with every requirement in the job description, we still encourage you to apply! Your skills could be a great fit for this role or other opportunities within North Shore Community Health.Living on the North ShoreWith facilities in Salem, Peabody, and Gloucester, NSCH offers access to New England's Coastal charm just thirty minutes outside Boston. The North Shore is connected to the city via the Rockport Commuter Rail line, which makes stops in Salem and Gloucester. The North Shore has plenty to offer, with a rich history and thriving cultural scene.For Information Please Contact:Talent Acquisition DepartmentNorth Shore Community ...@nschi.org