QM Outreach Specialist

MetroPlusHealth provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlusHealth's network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlusHealth has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.

Position Overview

The primary function of the Quality Management Outreach Specialist is to provide support for internal and external requirements related to improving MetroPlusHealth’s quality performance in its programs. This includes supporting processes related to collecting, maintaining, and compiling data received for incorporation into Plan reporting. The position serves as a Quality Management member liaison, working to address member’s needs. The primary focus is outreaching to members to administer a Health Risk Assessment (HRA) and subsequently responding to identified needs, data entry of assessments, maintenance of tracking process and reports, and implementation of treatment plans by linking member to appropriate clinical and social services. This position will support additional ad-hoc outreach efforts to both members and providers to assist with connecting members to clinical services. 

• Administer Health Risk Assessment to members as needed.
• Handle requests for care coordination, assessing the request, the member’s needs, and facilitating appropriate interventions and follow up.
• Maintain accurate and complete documentation of required information in compliance with risk management and regulatory requirements. 
• Assist member with basic benefit information.
• Assist members with appointments for specialists, educational classes, and transportation.
• Perform data entry of medical information; maintain tracking process and reports.
• Assist Quality Management personnel to coordinate members’ appointments, equipment, social services, and home health needs.
• Participate in team meetings.
• Attend MetroPlusHealth events whenever required.
• Promote communication with the Care Management team and other internal departments to ensure members receive needed services and to foster member satisfaction.
• Alert the appropriate Team Lead when members share clinical issues that need to be addressed. 
• Comply with all orientation requirements, annual and other mandatory training, organizational and departmental policies and procedures and actively participate in the evaluation process.
• Share observations and provide feedback regarding workflow to ensure continuous quality improvement.
• Maintain professional competences as a Quality Management Outreach Specialist.
• Perform other duties as assigned.

• High school diploma or GED required.
• Bachelor's degree preferred.
• 1-3 years of experience in the medical field working with the health needs of patients.
• 1 year of managed care experience, preferably in Care Coordination, a plus.
• Strong customer service skills to coordinate service delivery including attention to members/caregivers, sensitivity to concerns, proactive identification and rapid resolution of issues to promote positive outcomes for members.
• Working knowledge of medical terminology and abbreviations.
• Experience as a Medical Assistant or Licensed Vocational Nurse is a plus. 
• Bilingual candidates who are fluent in Spanish, Haitian Creole and/or Russian are strongly preferred.

Professional Competencies 

• Integrity and Trust
• Customer Focus
• Demonstrated ability to communicate effectively, problem solve and work effectively with people.
• Proficiency with computers navigating in multiple systems and web-based applications.
• Confident, autonomous, solution driven, detail oriented, high standards of excellence, nonjudgmental, diplomatic, resourceful, intuitive, dedicated, resilient and proactive.
• Good interpersonal skills/team skills. 
• Excellent time management and organizational skills 
• Must know how to use Microsoft Office applications including Word, Excel, and Outlook.