Outreach Specialist

The Why Behind Wellvana:

The healthcare system isn’t designed for health. We’re designed to change that. We’re Wellvana, and we help doctors deliver life-changing healthcare.

Through our elevated value-based care programs, we’re revitalizing an antiquated system that’s far too long relied on misaligned incentives that reward quantity of care not the quality of it.

Our enlightened approach—covering everything from care coordination to clinical documentation education to marketing— ties the healthy outcomes of patients directly to shared savings for primary care providers, health systems and payors.

Providers in our curated network keep their independence, reduce their administrative headaches, and spend more time with patients. Patients, in turn, get an elevated experience with coordinated care between appointments that is nothing short of life-changing.

Named a 2024 "Best in Business" and 2023 "Best Place to Work" by Nashville Business Journal, we’re one of the fastest-growing healthcare companies in America because what we do works. This is the way medicine is meant to be.

Clarity on the Role:

Wellvana is looking for an Outreach Specialist (Medical Scheduler) to facilitate the smooth and efficient scheduling of patient appointments among our partner providers. The Outreach Specialist is responsible for coordinating patient visits, optimizing provider schedules, and ensuring a positive experience for both patients and healthcare providers. Expectations are to follow strict scripting and high call quality.

What's Expected:

Appointment Scheduling:

• Manage incoming calls and complete outbound call requests for appointment scheduling.
• Schedule patient appointments, ensuring accuracy and completeness of information.
• Collaborate with patients to find suitable appointment times, taking into account provider availability and patient preferences.
• Adaptability to Special Projects and changing scripts

Provider Schedule Optimization:

• Work closely with healthcare providers and clinical staff to optimize daily schedules.
• Ensure that provider schedules align with patient demand, maximizing efficiency and minimizing wait times.
• Coordinate with providers to accommodate urgent or high-priority appointments.

Communication:

• Communicate effectively with patients to provide appointment details, instructions, and any necessary preparation information.
• Collaborate with other departments, including front-office staff and clinical teams, to address scheduling-related issues and coordinate patient care.
• Follow the provided scripting and adhere to Quality Assurance requirements to maintain a 85% satisfaction rating.

Data Entry and Maintenance:

• Accurately enter and update patient information in the scheduling system.
• Maintain up-to-date and accurate schedules for providers, ensuring real-time visibility into availability.

Patient Experience:

• Ensure a positive patient experience by providing exceptional customer service during scheduling interactions.
• Address patient inquiries, concerns, and requests in a professional and empathetic manner.

What’s Required:

• Integrity: The right way is the only way.
• Dependability: You do what you say you’re going to do.
• Advocacy: You fight for the best possible outcome for providers and their patients.
• Clarity: You make it all understandable.

Education:

• High school diploma or equivalent; additional education in healthcare administration is a big plus as well as experience in value based care.

Years of Related Experience:

• 2+ years of experience as a medical scheduler or in a similar role within a healthcare setting preferred.

Skills/Competencies/Behaviors:

• Experience with telephonic patient outreach and clinical assessments
• Excellent communication and interpersonal skills
• Critical thinking in complex and rapidly changing environments
• Adaptability and resilience in a fast-paced, evolving healthcare setting
• Experience in a remote environment
• Familiarity with medical terminology and basic understanding of healthcare workflows.
• Excellent organizational skills and attention to detail.
• Proficient in using scheduling software and electronic health record (EMR) systems.
• Ability to handle high call volumes and manage time effectively.
• Customer service-oriented with a commitment to delivering a positive patient experience.
• Commitment to maintaining confidentiality and adhering to ethical standards in healthcare.