Quality Outcomes Coordinator in at BOND COMMUNITY HEALTH CENTER, INC.

Position Summary

The Quality Outcomes Coordinator supports the organization’s quality improvement and patient outreach efforts through accurate data collection, reporting, patient communication, and coordination of proactive healthcare initiatives. This position is responsible for making initial patient contact through telephone and mail services, assisting with quality outcomes data collection and reporting, and supporting efforts designed to improve patient engagement, preventive care, appointment compliance, and health outcomes.

The Quality Outcomes Coordinator will possess a clinical background and demonstrate strong customer service, communication, organizational, and data management skills. The position may also participate in and lead customer service and health-focused events that promote proactive healthcare and increased access to care.

Essential Duties and Responsibilities

• Ensures efficient, accurate, and timely completion of data collection and reporting requirements.
• Implements, supports, and maintains compliance with organizational policies, procedures, protocols, and applicable guidelines.
• Verifies and, when necessary, updates patient demographic, insurance, and other relevant information during return patient appointment calls.
• Conducts patient outreach to recall patients who have missed appointments or who have been identified by providers as non-compliant with recommended care or follow-up.
• Makes telephone and mail contacts with patients to support quality outcomes, preventive care, appointment adherence, and patient engagement initiatives.
• Follows established protocols and guidelines when addressing patient scheduling needs and concerns.
• Utilizes computerized scheduling systems to identify available scheduling opportunities when patients express dissatisfaction with appointments offered.
• Collaborates with appropriate staff and departments to determine whether accommodations can be made to provide patients with earlier appointments when appropriate.
• Assists with patient outreach campaigns and quality improvement initiatives designed to promote proactive healthcare.
• Participates in and may lead customer service, community health, and patient engagement events.
• Sends letters and other appropriate correspondence to inactive patients in accordance with established procedures.
• Maintains accurate and complete documentation of patient outreach, contacts, and other assigned activities.
• Participates in continuous in-service training, staff meetings, daily huddles, and other required meetings.
• Performs basic office and administrative duties as needed.
• Maintains a neat, professional appearance and demonstrates a positive and patient-centered approach.
• Demonstrates dependability, accountability, professionalism, and commitment to organizational goals.
• Protects patient confidentiality and handles patient information in accordance with organizational policies and applicable privacy requirements.
• Performs other duties as assigned or as necessary to support the department and organization.

Minimum Qualifications

Education, Training, Credentials & Experience

• High school diploma or GED required.
• Medical Assistant or Nursing Assistant certification preferred, or equivalent clinical/healthcare experience.
• Minimum of one (1) year of experience working in a medical clinic or healthcare setting.
• Basic knowledge of health insurance and insurance-related processes.
• Familiarity with healthcare data collection and quality reporting preferred.
• Demonstrated ability to provide excellent customer service.
• Ability to exercise independent judgment, critical thinking, and sound decision-making.
• Basic functional knowledge and demonstrated proficiency with computers and computerized systems.
• Experience with Microsoft Word, Excel, and other Microsoft Office applications preferred.

Knowledge, Skills & Abilities

• Knowledge of and familiarity with health insurance plans, eligibility, and related processes.
• Knowledge of quality outcomes data collection and reporting requirements.
• Knowledge of organizational policies, procedures, systems, and workflows, with the ability to effectively communicate and implement established requirements.
• Knowledge of computer systems, electronic health records, scheduling systems, and Microsoft Office applications.
• Strong data collection, organization, validation, and interpretation skills.
• Strong attention to detail and accuracy.
• Strong planning, organizational, and time-management skills with the ability to manage recurring deadlines.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Ability to communicate effectively with patients, providers, and staff from diverse backgrounds.
• Ability to research, organize, prepare, and present comprehensive reports.
• Ability to maintain confidentiality and exercise appropriate discretion when handling sensitive patient information.
• Ability to work independently while also collaborating effectively as part of a healthcare team.
• Ability to prioritize multiple assignments and meet established deadlines.
• Commitment to providing patient-centered service and supporting quality healthcare outcomes.

Working Environment

The Quality Outcomes Coordinator works in a professional healthcare environment and interacts regularly with patients, providers, clinical staff, and administrative personnel. The position requires effective communication by telephone, written correspondence, and in-person interaction and may require participation in community or organizational health events.

Equal Employment Opportunity

Bond Community Health Center, Inc. is an Equal Employment Opportunity Employer.

Bond Community Health Center, Inc. provides equal employment opportunities to qualified applicants and employees without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, or any other status protected by applicable federal, state, or local law.

Employment decisions are based on qualifications, merit, organizational needs, and other legitimate job-related factors. Bond Community Health Center, Inc. prohibits discrimination, harassment, and retaliation in recruitment, hiring, promotion, compensation, benefits, training, termination, and all other terms and conditions of employment.

Qualified individuals with disabilities and applicants with sincerely held religious beliefs may request reasonable accommodation during the application and hiring process, consistent with applicable law.

Bond Community Health Center, Inc. complies with applicable federal and State of Florida equal employment opportunity and nondiscrimination requirements.

Application Instructions

Interested candidates should submit a current résumé and cover letter demonstrating how their education, professional experience, program-development background, and community engagement experience meet the requirements of this position.

Minimum qualifications must be met to be considered for the position.

Bond Community Health Center, Inc. reserves the right to verify education, employment history, professional credentials, and other job-related qualifications in accordance with applicable law and organizational policy.

Bond Community Health Center, Inc. is committed to building a qualified, professional, and inclusive workforce dedicated to improving the health and well-being of the communities we serve.