POSITION TITLE: Outreach & Enrollment Representative

DEPARTMENT: Outreach

REPORTS TO: Operations Manager

POSITION OVERVIEW:

The Outreach & Enrollment Representative shall be responsible to approach prospective patients in a linguistically and culturally sensitive manner to achieve FHCCGLA’s new/unduplicated patient goals through engagement, education and promotion of our services.

DUTIES/RESPONSIBILITIES:

1. Shall contact members of the target community (one-on-one, door-to-door, group sessions, etc.) and offer all FHCCGLA services, such as:

• Clinic services (primary care, behavioral health, dental, optometry “coming soon”, family planning, immunizations, OB/Gyn, etc.)
• Breast health care (mammograms)
• Reproductive health care
• Application assistance for My Health LA, Covered California, Medi-Cal, & Medicare 

2. Will be responsible to meet set goals with regards to:

• Appointments scheduled for unduplicated (New) patients
• Referring patients to clinic sites that are open to new patients
• Outreaching various target populations:

   i. Teens

   ii. Family PACT eligible clients of contraceptive age (family planning, Women age 12-55, Men up to age 60)

• Pediatric patients
• Prenatal patients
• Etc.

3. Creates and distributes flyers and other materials to the target population and throughout the targeted community.

4. Participate in scheduled activities:

• Community events (health fairs, toy give-a-ways, etc.)
• Presentations
• Table/booth set-up (at grocery stores, immigration offices, car washes, etc.)
• Immunization activities (such as flu clinics, etc.)  

5. Contact patients via phone calls, postcards, or letters for:

• Medi-Cal re-determination
• Initial Health Assessment’s (IHA’s)
• Clinical Care Measures
• Managed care patients to return for a clinic visit
• Patient retention efforts (surveys)

6. Assist with the distribution and collection of the following:

• Patient Satisfaction Survey (annually)
• Community Needs Assessment (every 5 years)

7. Will track and follow-up on all outreach referrals and contacts made by the outreach team. Referral follow-up consists of:

• Drop-off and pick-up of referral pads to local agencies/businesses
• Calling perspective patients to remind them of their appointment
• Calling no-shows and re-scheduling appointments as necessary
• Documentation of all follow-up contact efforts

8. Assists in securing relationships with various community based organizations.

9. Identifies, initiates and implements measures to deliver high quality care to patients and improve services.

10. Responds efficiently and timely to all patient and provider staff needs and inquiries.

11. Ensures excellent customer service to all FHCCGLA patients.

12. Works with the operations managers to manage patient scheduling and flow to address bottlenecks, scheduling issues, etc. 

13. Handles patient grievances according to FHCCGLA’s Policy & Procedure.

14. Assists in developing, updates & reviews of FHCCGLA Policies & Procedures (P&P’s) as needed (with input from all other key personnel).

15. Ensures HIPAA compliance by maintaining strict confidentiality of all patient data and E.H.R./Practice Management System (PMS) according to regulations and FHCCGLA’s P&P’s.

16. Attends the following meetings/trainings:

• Mandatory Quarterly Staff Meeting/Trainings- Quarterly (Jan., Apr., Jul. & Oct.)
• Corporate Risk Management Meeting- Quarterly (Jan., Apr., Jul. & Oct.), as needed (advanced notice will be provided when feasible)
• Clinical & Operations (C&O) Meeting- As needed (advanced notice will be provided when feasible)
• Meetings with FHCCGLA’s Executive Leadership, as needed (advanced notice will be provided when feasible)

17. Other pertinent meetings- As scheduled

18. Remains informed of:

• Current legal and regulatory changes related to scope of practice.
• Specific programs/payors, insurances accepted, and services being offered at FHCCGLA.
• All applicable Policies & Procedures

19. All other duties as assigned.

MINIMUM QUALIFICATIONS:

1. High school diploma required (or GED equivalent). 
2. Requires exceptional organizational skills.
3. Computer literate, must (Word, Excel, & Power Point)
4. FQHC experience, highly preferred.
5. Excellent analytical skills.
6. Motivation to take initiative to ensure all tasks performed are completed thoroughly and accurately.
7. Excellent writing and verbal communication skills.
8. Knowledge of administrative principles and procedures.
9. Computer knowledge preferred (e.g., NextGen (E.H.R. & PMS), Microsoft Word and Excel). 
10. Ability to speak publicly, must.
11. Bilingual English/Spanish and familiarity with the Hispanic culture. 
12. Access to automobile with valid California driver’s license and state mandated automobile insurance. 
13. Work schedule may include evenings, overtime, and weekends as needed.
14. Ability to prioritize workload and work under pressure of deadlines.  
15. Ability to meet tight time sensitive deadlines. 
16. Motivated and committed to the provision of high-quality healthcare for indigent and underserved communities.
17. Willingness to adapt to changes with regards to the agency’s growth and expansion.
18. Ability to speak Spanish, preferred.
19. Ability to function self-sufficiently, requiring little supervision.
20. Commitment to the mission & vision of Family Health Care Centers of Greater Los Angeles, Inc.

ADDITIONAL ELIGIBILITY REQUIREMENTS:

PRESENTATIONS:

1. To educate the target community, shall prepare and create educational Power Point presentations and health education materials.  
2. Shall use visual aids and other tools in efforts to inform the public effectively.
3. Will retain sign-in sheets and evaluation forms as necessary.  
4. Shall schedule and conduct presentations at community organizations, school settings, work sites, and social service agencies. Topics shall include:

• Clinic Services 
• Payors/Programs Available:

i. Family PACT 

ii. VFC Program (immunizations, importance of vaccinating early, etc.)

• Family PACT (LARC & birth control method available)
• Sexually Transmitted Infections:

i. STD types & available treatment

ii. Chlamydia (testing & treatment options)

iii. Application Assistance services

• Other Health Related Topics (such as chronic diseases- Diabetes, etc.)

OTHER DUTIES:

1. Will assist in the preparation of various reports related to outreach activities and grant activities.
2. Attends continuing education conferences, workshops, and in-services as scheduled or required by immediate supervisor in order to maintain up to date knowledge and awareness regarding pertinent topics.
3. Will maintain a calendar and record on agency log forms all scheduled outreach activities, contacts, presentations, & education provided as related to job assignments to ensure that set goals are being met.  
4. Shall maintain files, reports, activity logs, and documents in an orderly manner for immediate retrieval and reference.
5. Shall submit orders to purchase incentives, visual aids, or supplies as budget allows through agency funds and or grants.
6. Ability to work well with others in a professional and team-oriented environment. 
7. Well-developed interpersonal skills, friendly personality and able to motivate staff by promoting teamwork.
8. Ability to relate to the public regardless of ethnic, religion and economic status.
9. Excellent communication skills.
10. Willingness to travel. 
11. Strong planning and organizational skills.
12. Problem analysis and critical thinking skills.
13. Excellent customer service skills.
14. Knowledge of the following (but not limited to), preferred: 

• My Health LA  
• PPO’s   
• HMO’s 
• Medicare       
• Family PACT  
• CPSP 
• Medi-Cal   
• Fee-for-Service  
• CHDP
• Managed Care Plans 
• Every Woman Counts

    15. Shall also provide translation services as necessary.