Qureos Mentor

Heartland Alliance

<div>Participant Engagement Specialist
Location varies: 5501 South Halsted Street, Chicago, IL 60621, and 4001 North Broadway, Chicago, IL 60613
Summary: The Participant Engagement Specialist will provide advanced customer service and engagement at reception and registration, enhancing the participant experience and access to health care and other services within Heartland Alliance Health while promoting excellence. The individual in this position will handle complex support services including, but not limited to, scheduling appointments, telephone operations, cash collection, auditing and reporting. Individual accountabilities and work volume will be established through the development of annual Success Objectives, within the framework outlined below.
Essential Duties and Responsibilities:<ul><li>
Greets, welcomes and engages participants into services at assigned locations, including health centers and outreach locations.</li><li>
Registers and assesses participants for program eligibility and screens participants for other social service needs or insurance benefits and entitlements services.</li><li>
Explains service offerings, answers questions, and makes appointments for all services, including but not limited to, medical, dental, and behavioral health care.</li><li>
Answers incoming and makes outgoing phone calls to schedule and remind participants of appointments while ensuring other calls are routed to appropriate person/program in a timely manner.</li><li>
Creates telephone note in electronic health record to alert Providers and/or Nurses of Participant requests for call-backs if not immediately available.</li><li>
Assists in telephone and other initiatives to increase participant engagement, improve participant experience and service delivery.</li><li>
 Educates participants regarding patient responsibilities, services, sliding fee scale, patient rights, grievance policy, confidentiality and release of information.</li><li>
 Generates and updates the Program Participation Form and updates participant information as assigned.</li><li>
 Maintains a thorough understanding of medical coverage, managed care organizations, and third-party liabilities, including Medicaid and Medicare. Verifies and updates third-party insurance.</li><li>
 Maintains a strong familiarity with CPT codes and determines the amount needed at co-pay based on service rendered. Accurately assesses, explains, and collects co-pays and issues receipts to participants.</li><li>
 Generates daily and/or weekly reports of collection data. Maintains an accurate daily log of co-pay activity.</li><li>
 Coordinates patient registration activities with Front Desk, Case Management, and Billing Department.</li><li>
 Possesses strong and effective communication skills and assists in the coordination of interpretation services for participants as needed.</li><li>
 Performs a moderate to high volume of data entry. Assists with incoming and outgoing mail, and sorts, distributes and logs mail for participants accordingly.</li><li>
 Conducts quality assurance activities to ensure accuracy of program participant data and troubleshoots patient flow issues.</li><li>
Attends meetings and trainings as required.</li><li>
This position may require working at off-site locations, evening, and Saturday hours.</li><li>
Other duties may be assigned.</li><li>
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</li><li>
Education and/or Experience: High School Diploma and three years of related experience or Associates degree and one year of related experience. Customer service experience required. Prior experience in a healthcare related field or social service agency preferred.</li><li>
Certificates, Licenses, Registrations: Certificate in medical billing, medical office assistant, or a related field preferred.</li><li>
Computer Skills: Demonstrated computer proficiency, including knowledge or electronic medical record, word processing, spreadsheet and database software. Ability to use computers to tabulate and analyze data and electronic technology to receive, organize, prioritize, and transmit information.</li><li>
Language Skills: Proficiency in a second language may be required.</li><li>
Other Qualifications: Ability to calmly and politely interact with others while addressing questions or concerns. Ability to manage multiple calls and prioritize urgent participant needs per protocol. Comprehension of and appropriate use of medical terminology, new developments in the health care delivery system, application of third party payer guidelines and concepts related to quality assurance measures.. General knowledge of medical record keeping and accounting, medical office practices, patient relations, and medical law, ethics and federal and state health care regulations. .</li></ul>
Competencies: To perform the job successfully, an individual should demonstrate the following competencies.<ul><li>
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.</li><li>
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things</li><li>
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.</li><li>
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.</li><li>
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.</li><li>
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.</li><li>
Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.</li><li>
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.</li><li>
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.</li><li>
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.</li><li>
Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.</li><li>
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.</li><li>
Team Player - demonstrates that they are a team player by working across the organization to meet participants&rsquo; needs; actively builds positive and productive relationships with colleagues in their program/department and across the organization; works collaboratively with others to meet organizational goals and create a positive work environment;</li><li>
Initiative - shows initiative in their work, demonstrating extra effort to assure that deliverables are met, quality standards and measures are achieved; offering suggestions for improvement; can be counted on to be where needed, when needed; willingly adjust to shifting priorities and changes in work.</li><li>
Participant/Customer Focused - delivers excellent customer service in assisting participants/customers to meet their needs and goals; builds credibility and trust; ensures that concerns/issues are addressed in a timely and appropriate manner; seeks solutions that exceed the participant&rsquo;s/customer&rsquo;s expectations.</li></ul>
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.<ul><li>
While performing the duties of this job, the employee is regularly required to talk and hear.</li><li>
The employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms.</li><li>
The employee is occasionally required to stoop, kneel, climb or crawl.</li><li>
Specific vision abilities required by this job include close vision and ability to adjust focus.</li><li>
The employee must occasionally lift and/or move up to 10 pounds.</li><li>
Unrestricted ability to provide physical restraint. The employee must occasionally lift and/or move up to 25 pounds.</li></ul>
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.<ul><li>
The noise level in the work environment is usually moderate.</li></ul>
Heartland Alliance makes all hiring and employment decisions, and operates all programs, services, and functions without regard to race, receipt of an order of protection, creed, color, age, gender, gender identity, marital or parental status, religion, ancestry, national origin, amnesty, physical or mental disability, protected veterans status, genetic information, sexual orientation, immigrant status, political affiliation or belief, use of FMLA, VESSA, military, and family military rights, ex-offender status (depending on the offense and position to be filled), unfavorable military discharge, membership in an organization whose primary purpose is the protection of civil rights or improvement of living conditions and human relations, height, weight, or HIV infection, in accord with the organization's AIDS Policy Statement of September 1987. 

8:00am- 4:30pm and every other Tuesday from 11:30am- 8:00pm. 
Location varies between 5501 S. Halsted and 4009 N. Broadway</div>

Participant Engagement Specialist

<div><div>Title: Participant Engagement Supervisor</div><div>
Department: Primary Care</div><div>
Shift: FT/ 8:30AM - 5:00PM CST / M-F</div><div>
Location: 4009 N Broadway Chicago, IL 60613 and 5501 S Halsted Chicago IL 60621.</div><div></div><div> 
Heartland Alliance Health&rsquo;s (HAH) mission is to transform healthcare for the most vulnerable &ndash; particularly people experiencing homelessness, mental illness or addictions, or struggling with multiple chronic illnesses &ndash; improving health for all and the well-being of our community.</div><div></div> 
Under the general guidance of the Manager, Health Center, the Participant Engagement Supervisor provides support to Heartland Alliance Health&rsquo;s Health Centers and Shelter Based Care Programs, with focus on support operations to enhance participants&rsquo; access to health care and other services within Heartland Alliance Health through supervision, auditing, reporting and data collection and management. The Participant Engagement Supervisor leverages industry knowledge and best practices to promote the mission and vision of Heartland Alliance Health and the institution. Supports culture development and management efforts.
Essential Functions:
Duties/Responsibilities:<ul><li>
Provides supervision of assigned staff including hiring, supervision meetings, reviewing e-time and ensuring time-off policies are enforced.</li><li>
Ensures Participant Engagement Specialist are at their appointed scheduled locations and rearranges staff as needed to provide adequate coverage.</li><li>
Ensures timely and applicable training and competency enhancement of incoming and current Participant Engagement Specialists as well as other staff as assigned to ensure accuracy of workflow and data input.</li><li>
Completes audits to assess the quality and accuracy of program/participant data of the PES team members</li><li>
 Assists with writing and implementing Standard Operating Procedures (SOP) related to position workflows.</li><li>
Provides administrative support with provider schedules.</li><li>
Generates daily and/or weekly reports of collection data for the Participant Engagement Specialists.</li><li>
Greeting participants visiting the facility, completing registration, answering questions and assist filling out any necessary documents.</li><li>
Assists in answer incoming and makes outgoing phone calls to schedule and remind participants of appointments while ensuring other calls are routed to appropriate person/program in a timely manner.</li><li>
Ensures participant satisfaction, including troubleshooting when there is a complaint and developing process improvements to prevent recurrences.</li><li>
Educates participants regarding their patient responsibilities, services, sliding fee scale, patient rights, grievance policy and confidentiality.</li><li>
Maintains thorough understanding of medical coverage and third-party liabilities, inclusive of Medicaid and Medicare. Verifies and updates third party insurance.</li><li>
Assists management by collecting participant financial assessment for documentation when assigned.</li><li>
Ensures accurate daily log of co-pay activity and forwards to Billing Department as assigned.</li><li>
Other duties can be assigned at times in order for HAH to meet the mission and/or funder requests to service our participants.</li></ul>
Education and Experience:<ul><li>
High School Diploma or GED equivalent required. Associates degree preferred.</li><li>
Minimum five (5) years&rsquo; customer service or related experience required. Prior experience in a healthcare related field or social service agency preferred.</li></ul>
Certifications/Licenses:<ul><li>
Certification as a Medical office assistant or a related field preferred.</li></ul>
Required Competencies:<ul><li>
Accountability &ndash; Be responsive, responsible, resourceful, principled, and a problem-solver</li><li>
Leaderful &ndash; Take initiative, communicate effectively, delegate based on skills and interests, possess strategic thinking and acting; develop staff, foster teamwork</li><li>
A Bias Toward Action - Advocate for services and policies that support healthier lives for the populations&rsquo;; be decisive and take action when a problem arises, communicating with those impacted; be proactive, innovative, and consistently work to improve operations and outcomes, carrying out formal continuous improvement initiatives</li><li>
Participant centered &ndash; Listen to and collaborate with participants, identify strengths and implement evidence-based practices; integrate and coordinate services across HHO programs</li><li>
Valuing our colleagues &ndash; Be respectful and responsive; appreciative and supportive; provide input, initiative and recognition of colleagues</li></ul>
Knowledge/Skills/Abilities (K/S/A)<ul><li>
Proficiency in a second language may be required.</li><li>
Ability to work effectively and in a professional manner using key techniques that include using Trauma Informed language, de-escalating situations, and being respectful / relational with staff and participants at all levels of the organization.</li><li>
Excellent communication skills (oral communication, listening, interpersonal, written communication). Strong networker, convener, relationship builder and communicator with experience collaborating with diverse work teams and stakeholders.</li><li>
 Ability to consistently identify opportunities for improvement and make recommendations based on observations</li><li>
Demonstrated ability to handle confidential and sensitive information possessing skills to handle situations in a professional and diplomatic manner.</li><li>
A high degree of collaboration and emotional intelligence, self-motivation, and analytical ability.</li></ul>
Benefits:
We offer a comprehensive and competitive benefits package designed to support your well-being and professional growth.<ul><li>
Medical, Dental, and Vision Insurance</li><li>
Health Savings Account (HSA) or Flexible Spending Account (FSA)</li><li>
Wellness Programs</li><li>
Employee Assistance Program (EAP)</li><li>
Tuition Reimbursement and Educational Assistance</li><li>
401(k) Retirement Savings Plan</li><li>
Life Insurance</li><li>
Short-Term and Long-Term Disability Insurance</li><li>
Paid Time Off (PTO)</li><li>
Paid Holidays</li></ul>
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.<ul><li>
While performing the duties of this job, the employee is regularly required to talk and hear.</li><li>
The employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms.</li><li>
The employee is occasionally required to stoop, kneel, climb or crawl.</li><li>
Specific vision abilities required by this job include close vision and ability to adjust focus.</li><li>
The employee must occasionally lift and/or move up to 10 pounds.</li><li>
Unrestricted ability to provide physical restraint. The employee must occasionally lift and/or move up to 25 pounds. Unrestricted ability to provide physical restraint.</li></ul>
Work Arrangement: This role is not eligible for a &ldquo;hybrid&rdquo; or &ldquo;remote&rdquo; work arrangement. Responsibilities sometimes require working evenings and weekends, sometimes with little advance notice. Ability to travel between the Heartland Alliance Health Clinics and shelter-based care sites.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Moderate exposure to outdoor elements at all times of year when traveling.
Equal Opportunity Employer Statement
Heartland Alliance Health makes all hiring and employment decisions, and operates all programs, services, and functions without regard to race, receipt of an order of protection, creed, color, age, gender, gender identity, marital or parental status, religion, ancestry, national origin, amnesty, physical or mental disability, protected veterans status, genetic information, sexual orientation, immigrant status, political affiliation or belief, use of FMLA, VESSA, military, and family military rights, ex-offender status (depending on the offense and position to be filled), unfavorable military discharge, membership in an organization whose primary purpose is the protection of civil rights or improvement of living conditions and human relations, height, weight, or HIV infection, in accord with the organization's AIDS Policy Statement of September 1987.</div>

Participant Engagement Supervisor

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Heartland Alliance

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Participant Engagement Specialist

Participant Engagement Supervisor