Patient Engagement Worker

Job Summary

Reporting to the Manager of Population Health or their designee, The Patient Engagement Worker (PEW) assist patients and the surrounding community with maintaining and improving health. The PEW serves as a link between Total Health Care (THC) patients and the health center. The PEW assist patients with navigating the healthcare systems. The PEW also plays an essential role in assisting THC in achieving and/or exceeding value-based reimbursement payments.

Contacts and interactions vary and may involve multiple stakeholders such as direct interaction with THC's executive leadership, community organizers, the general public, THC's patients, physicians, colleagues, assigned staff, vendors, contractors and consultants for the purpose of providing and exchanging information.

Essential Job Functions

Patient Support

• Monitors and reviews THC's Patient Panel List identifying. new patients and those with gaps in care or patients' loss to care.
• Schedules identified patients for health care appointments for new patients and those with gaps in care or loss to care.
• Contacts patients within 24 hours of their missed scheduled appointment.
• Establishes a supportive relationship with patients, families and the surrounding community in a positive and engaging way with reliability and responsiveness encouraging them to actively manage their health and wellness.
• Provide timely communication to the Manager of Population Health or designee to report any barriers or patient issues to ensure timely follow-up, resolution or referral.
• In consultation with care team, refers patients who need referrals for community services to Care Manager or CHW.
• In collaboration with the care team, identify possible social determinates of health that may prevent the patient from meeting their health and wellness goals, referring patients to CHW and/or Care Manager.
• Assists patients in securing transportation to appointments; note: PEWs are prohibited from transporting patients.
• Refers uninsured patients to CHW who are need of assistance in completing eligibility forms.

Data & Records Management

• Completes documentation of services provided, and efforts made on required tracking forms and databases
• Documents timely in electronic medical records in compliance with THC policies and procedures

Other duties as assigned

Minimum Education, Training and Experience Required

• High School Diploma
• Excellent communication skills
• Excellent customer service skills
• Bilingual (Spanish) preferred
• Verifiable good driving record and/or reliable transportation

Required Knowledge, Skills and Abilities

Knowledge of FQHC operations, operating principles, guidelines and bylaws. Excellent customer service skills as well as the ability to effectively communicate THC's mission and vision, and motivate others to achieve. Ability to communicate effectively (verbally and in writing). Ability to plan and organize work initiatives to successfully accomplish center/organizational goals and objectives. Ability to multi-task and prioritize. Ability to develop and maintain customer relationships; influence, build credibility and trust. Ability to think critically as well as apply critical thinking skills. Ability to: ensure and advocate for quality healthcare and services. Ability to use Microsoft Office.

e Microsoft Office.