Remote Status: RemoteJob Title: Outbound Call Agent - Temporary (3–4 months), with opportunity to extend
Hours: 8a-5pm (PST)
Greater Good Health is a community of healthcare providers, operators, and builders whose mission is to address health disparities and reimagine senior healthcare. To do this, we partner with payers to bring value-based primary care to underserved communities and work alongside risk-bearing organizations to develop innovative, value-based clinical programs – all designed exclusively for older adults and their unique healthcare needs. Grounded in our mission and core values, we are building a better, simpler healthcare experience for the patients we serve and the providers who care for them.
While providing more access to care, we understand that Nurse Practitioners need optimal work-life alignment to provide the best care for the greater good. GGH’s goal is to support the modern-day healthcare professional to live fully in both their professional and personal lives.
If this vision resonates with you, we hope you consider bringing your passion, your energy, your curiosity to Greater Good Health.
The Role:
The Outbound Call Agent is a key point of contact, responsible for engaging patients and connecting them to the care they need. Successful agents are strong communicators who bring empathy, professionalism, and a genuine desire to improve the patient experience at Greater Good Health. They are welcoming and courteous, with excellent active listening and critical thinking skills, and thrive in fast-paced environments that require multitasking and problem-solving. Just as importantly, Outbound Call Agents know how to build trust with the geriatric population, helping patients feel comfortable and supported every step of the way.
****Applicants must be comfortable working 8a-5pm PST
Experience and Qualifications:
- Outreaching to patients and assisting them with closing open HEDIS quality gaps (e.g., colorectal screening, breast cancer screening, blood pressure monitoring, etc.)
- Track, document, and update outreach attempts, patient responses, and completion of quality measures in the designated systems
- Accept inbound calls from patients with questions regarding screenings, labs, or other quality-of-care needs
- Handling protected health information (PHI); and adhering to the general standards set forth by HIPAA
- Educate patients on the importance of completing these services to support their health and meet HEDIS quality standards. Collaborate with the quality team to identify trends, share patient feedback, and suggest process improvements to maximize gap closure rates
- Connecting with the geriatric population to build trust, answer questions, and make them feel comfortable, calm, and supported
- Coordinating referrals and activities for HEDIS gap closure
- Maintaining collaborative relationships with clinicians and the leadership team to help develop new programs to improve patient engagement
- Other duties as assigned
Key Success Outcomes:
- Completing 50-100 outbound calls per day
- Achieving HEDIS gap closure rate expectations
- Building and maintaining strong professional relationships with the PES team and GGH Nurse Practitioners and clinical leadership
- Timely and accurate documentation
- Meeting and exceeding call quality standards
Responsibilities:
Required:
- 1-2 years of post-high school education.
- 1-3 years of experience working in standard operating systems (Windows, MS Word, MS Excel, Internet, and other applicable systems.)
- 1-3 years of experience working in a call center, preferably sales related.
- Stable and strong internet connection required - minimum 30 Mbps download and 5 Mbps upload speed
- Excellent verbal and written communication skills
- Outstanding phone skills with sensitivity towards protected health information (PHI).
- Must be organized, detail-oriented, and be able to multi-task
- Must be adaptable and a team player
- Professionalism in appearance, communication, and demeanor
- Must be able to work independently with limited supervision
- Solid problem-solving skills
Preferred:
- Basic Excel skills to be able to navigate, data entry, filter, and sort data
- 1+ years of experience with Medicare/Senior population
- 1+ years of call center experience and managing phone queues
- Healthcare experience in a patient-facing role
- Familiarity with HEDIS measures and quality improvement programs
- Strong preference for bilingual (English/Spanish)
Perks and Benefits:
- Competitive Compensation Package: We offer a competitive compensation package to recognize your valuable contributions and ensure your financial security.
- 401K Program with Company Match: Plan for your future with our 401K program, featuring a company match, to help you save for retirement.
- Malpractice Coverage: Rest easy knowing you're covered with malpractice insurance ensuring peace of mind as you provide
- Monthly Phone/Internet Reimbursement: Stay connected with our monthly phone and internet reimbursement, ensuring you have the tools you need to excel in your role.
Don’t check off every box in the requirements listed above? Please apply anyway! Studies have shown that marginalized communities - such as women, LGBTQ+ and people of color - are less likely to apply to jobs unless they meet every single qualification. GGH is dedicated to building an inclusive, diverse, equitable, and accessible workplace that fosters a sense of belonging – so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to still consider applying. You may be just the right candidate for this role or another one of our openings!
