Patient Outreach Representative
P3 Health Partners
Summary
The Patient Outreach Representative is a critical role at P3 Health Partners that helps ensure our patients are educated and scheduled for the care they need. This role manages outbound and inbound calls with our patients to help them schedule office visits with their PCP, an in-home assessment, or on our mobile clinic units. Additionally, this role is essential to educating our patients on their Medicare Advantage benefits, chronic condition and quality screening opportunities, connecting them with other resources, and providing meaningful patient experience.
Job description
Purpose
The Patient Outreach Representative is a critical role at P3 Health Partners that helps ensure our patients are educated and scheduled for the care they need. This role manages outbound and inbound calls with our patients to help them schedule office visits with their PCP, an in-home assessment, or on our mobile clinic units. Additionally, this role is essential to educating our patients on their Medicare Advantage benefits, chronic condition and quality screening opportunities, connecting them with other resources, and providing meaningful patient experience.
Primary Responsibilities
- Handles 60+ outbound and inbound calls daily from patients in a dynamic call center/office environment and, at times, back-to-back phone calls.
- Address patient needs which may include complex benefit questions, resolving issues, educating members, and delivering best in class member experiences.
- Educate patients on their Medicare Advantage benefits, current quality screenings needed, and chronic conditions that need to be addressed.
- Schedule patients for chronic care and quality gap visits with our affiliate care delivery organizations, in home assessments, and/or mobile clinic units.
- Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application.
- May coordinate patient transportation and make referrals to other departments as appropriate.
- Maintain performance and quality standards based on established call center metrics.
- Multi-task utilizing double monitors for data entry, phone etiquette, and use of resources while maintaining proper guidelines.
- Maintain minimum standards for the department for quality and quantity of calls made and received.
- Other duties as assigned.
Minimum Qualifications
- High school diploma, GED, or equivalent experience
- Proficiency with Microsoft Office applications, particularly Outlook, MS Teams, and Excel
- 1+ years of customer service experience
- Effective verbal and listening communication skills
Preferred Qualifications
- Bilingual fluency in English and Spanish
- Prior outbound/inbound call center experience
- Prior health care experience and knowledge of healthcare terminology
- 1+ years of experience in Medicare and HMO environment
Work Location & Schedule
This role offers a hybrid work arrangement. Candidates will follow our hybrid schedule, working in office three days per week.
Requirements
- High school diploma, GED, or equivalent experience
- Proficiency with Microsoft Office applications, particularly Outlook, MS Teams, and Excel
- 1+ years of customer service experience
- Effective verbal and listening communication skills
Company overview
P3 Health Partners is a healthcare organization specializing in value-based care delivery and population health management. The company focuses on transforming healthcare through innovative care models that prioritize patient outcomes while controlling costs. P3 Health Partners typically operates by partnering with primary care physicians and specialists to create integrated care networks that serve Medicare Advantage and other at-risk patient populations. Their approach emphasizes preventive care, chronic disease management, and coordinated care delivery across multiple settings. By leveraging data analytics and care coordination, P3 Health Partners aims to improve patient health outcomes while reducing unnecessary hospitalizations and healthcare expenditures. The organization represents a growing segment of the healthcare industry that is shifting from traditional fee-for-service models to value-based arrangements that reward quality and efficiency. Their model typically involves risk-sharing arrangements with payers and focuses on delivering comprehensive, patient-centered care through collaborative physician partnerships.