Job Description
SUMMARY
An Outreach Worker is a non-clinical team member skilled at engaging with patients to introduce potential participants to the Enhanced Care Management (ECM) Program. The primary responsibilities of the Outreach Worker include outreach, patient enrollment, and handling inbound telephone calls from participants, program staff, and other care team members.
ESSENTIAL DUTIES
1. Conducts outreach and enrollment activities as directed to engage patients identified as eligible for the ECM program. Collaborates with care team staff to identify eligible patients for outreach and enrollment into the ECM program.
2. Performs, as needed, patient scheduling, eligibility assessments, broken appointment follow-up, etc.
3. Utilizes language and cultural awareness skills to outreach to patients and community and present health center programs in an acceptable manner.
4. Maintains logs, data reports, and completes routine forms.
5. Attends all required ECM training programs.
6. Able to balance priorities and maintain outreach and enrollment goals.
7. Utilizes active listening and cultural awareness skills to outreach to patients to present ECM services in an acceptable manner.
8. Participates in and complies with all NEVHC mandatory trainings including the following:
a. Infection Control Program
b. Environment of Care Management Plans and Emergency Management Program; and
participates in emergency response activities as directed
c. Corporate Compliance Program
d. Code of Conduct
e. Fraud, waste & Abuse
f. California Harassment Prevention Training
g. Justice, Equity, Diversity, and Inclusion (JEDI)
h. Workplace Violence Prevention Program
9. Participates in hazardous waste and infection control assignments as required which may include being designated as an emergency responder to a hazardous substance release or spill, performing infection control data collection, evaluation, reporting and follow-up in accordance with clinical health services policy and procedures.
10. Utilizes the CARE Communication model to provide impressive service:
a. Connect with our patients and their families
b. Appreciate what our patients and families say and acknowledge their situation
c. Respond in ways that would be helpful to the patient and their family
d. Empower patients and families to have confidence in their ability to contribute to their health and healthcare.
e. Apply the same principles to internal and external customers.
f. Support the NEVHC Guiding Principles.
11. SAFETY: Participates in all safety programs which may include assignment to an emergency response team. Adheres to all safety protocols regarding conducting visits off site.
12. It is the responsibility of every individual to understand how the Joint Commission’s National Patient Safety Goals relate to their job duties at NEVHC. It is the responsibility of every individual to report any patient safety concerns to their immediate supervisor without fear of reprisal.
13. Must demonstrate the knowledge and skills necessary to provide care for the specific population(s) served. (Refer to HR Policy # 149)
SECONDARY DUTIES
14. Performs other duties and tasks as may be required or assigned management
SUPERVISORY RESPONSIBILITY
The employee has no supervisory responsibility.
WORK ENVIRONMENT
While in the field, the employee may be exposed to working conditions which are not typical due to the environment in which the services must be provided (examples: outdoors without HVAC, exposure to patients who may be mentally ill, verbally abusive living in substandard living conditions on the street.
POSITION REQUIREMENTS
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this job. Individual abilities may result in some deviation from these guidelines.
To perform effectively in this position, the employee must have:
1. High school diploma or General Educational Development (GED) certificate.
2. Must have direct knowledge of the local community and strong interest in the community and its people.
3. Must maintain a current Cardio-Pulmonary Resuscitation certification, in compliance with corporate CPR Policy
4. Committed to ongoing learning, able to model the behavior and activities that will support both individual development and community capacity-building.
5. Computer skills in Microsoft Office programs (Word, Excel, etc.), and database systems.
6. Typing/data entry skills sufficient to meet production requirements.
7. Possess communication and other interpersonal skills that can ensure an ability to work well with patients and clinic staff.
8. Effective work organization skills.
9. Ability to work effectively as a team player.
10. Sensitivity to the different cultures represented among members and staff.
11. Demonstrated ability to listen and communicate with others in a professional and caring manner including sensitivity with individuals from diverse cultures and lifestyles.
12. Demonstrated ability to set priorities for tasks to work effectively in spite of interruptions and under minimal supervision. Self-starter, reliable and dependable.
13. Fluency in English (speaks, read and write).
14. Fluency in Spanish (speaks, translate, read and write).
15. Ability to maintain absolute confidentiality about health care and other patient/client information.
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