Quality Outreach Lead, Whitman Primary Care, 36 hours

POSITION SUMMARY:

Under the supervision of the Practice Manager the Whitman Practice Quality Lead is responsible for serving as a liaison for clinical outreach programs, providing targeted patient outreach, monitoring compliance and adherence to treatment/appointments and following up with patients as needed.  Providing support and/or guidance on outreach best practices, conducting documentation in the electronic medical record and complying with all data entry, data integrity, and data tracking requirements is required. The goal of this position is to provide a variety of support functions to contribute to the overall improvement of healthcare quality to our patients.

Position: Quality Outreach Lead

Department: Whitman Primary Care

Schedule: Full Time, 36 hours

ESSENTIAL RESPONSIBILITIES / DUTIES:

Clinical Program Support:

• Maintains clinical outreach schedules across multiple programs and informs program leads of any gaps in coverage.
• Conducts chart reviews to ensure proper documentation and compliance with quality reporting standards.
• Generates and distributes functional outreach lists for the clinical team weekly, monitoring performance and completion rates.
• Develops and utilizes dashboards to track and evaluate the effectiveness of programs and pilot initiatives.
• Tracks clinician timesheets and submits payroll for staff participating in clinical programs
• Collaborates with leadership and the project management team to develop pilot projects and scale up Quality Programs.

Outreach Efforts:

• Conducts and coordinates timely, proactive patient outreach—via telephone, written communication, and in-person—to schedule follow-up appointments, prepare patients for visits or screenings, and provide pre-visit reminders.
• Follows up with patients who cancel or miss appointments to reschedule and maintain continuity of care.
• Partners with the Quality Team to review data and identify patient populations requiring outreach.
• Schedules outpatient and follow-up appointments in collaboration with internal and external partners to ensure readiness for care.
• Provides education, counseling, and support using culturally, linguistically, and educationally appropriate methods, coordinating with Interpreter Services when needed.
• Collaborates with the healthcare team, including social workers and other resources, to promote prevention, harm reduction, and positive health outcomes.
• Tracks and summarizes outreach efforts for reporting and quality improvement purposes.
• Develops strategies to improve outreach workflows, including pre-visit and post-visit processes.
• Designs, coordinates, and delivers training on outreach best practices for quality and population health teams.
• Analyzes outreach data to identify efficiency gaps and implements process improvements to increase productivity and impact.

OTHER DUTIES:

• Provides other administrative and special project assistance as required or assigned.
• Remains knowledgeable of and adheres to all departmental policies and work standards, including attendance, punctuality, and confidentiality requirements.
• Maintains professional competency to ensure the delivery of high-quality service.
• Maintains strict protocols of all confidential or sensitive information.
• Attends training sessions and professional development activities as assigned.
• Adapts to changing departmental needs, providing assistance to colleagues and adjusting priorities as directed.
• Assists with onboarding, orientation and training of new staff members and volunteers.
• Performs additional duties as assigned or as necessary to support program operations.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

REQUIRED EDUCATION AND EXPERIENCE:

Bachelor’s degree plus three years of relevant post-collegiate professional experience and at least one year of experience in a health care setting.

Or equivalent combination of education and experience.

PREFERRED EDUCATION AND EXPERIENCE:

Previous experience with project coordination.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

N/A

CERTIFICATES, LICENSES, REGISTRATIONS PREFERRED:

N/A

KNOWLEDGE, SKILLS & ABILITIES (KSAs):

• Excellent verbal/written English communication skills, including excellent grammatical, editing and proofreading skills.
• Advanced skills with Microsoft applications (Outlook, Word, Excel, PowerPoint, Access) and other web-based applications.
• Ability to produce complex documents, perform analysis and maintain databases.
• Ability to work independently and exercise independent judgment.
• Excellent interpersonal skills necessary to be socially perceptive in accepting and relaying confidential information, communicating policies and procedures, and interacting effectively with a variety of Medical Center personnel and outside personnel.
• Strong problem-solving skills.
• Proven ability to work with confidential information.

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being. 

NOTE: This range is based on Boston-area data, and is subject to modification based on geographic location.

Equal Opportunity Employer/Disabled/Veterans

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