Quality Engagement - Advisor II

Who We Are:

As the only independent and physician-led faculty practice plan of the University of Tennessee Health Science Center, University Clinical Health (UCH) offers best-in-class clinical care through a network of 175+ providers across 19 specialties to meet the healthcare needs of the Mid-South community. UCH is a not-for-profit, non-tax-supported group practice and is here to serve the community while providing medical excellence to our patients.

Position Summary:

The Quality Engagement Advisor II provides excellent customer service, healthcare information, solutions, and relevant details to patients and physicians within University Clinical Health. The Quality Engagement Representative specializes in conducting initial health risk assessments for patients and providing information/support to patients when needed by inbound and outbound calls. In addition, the Quality Engagement Advisor will champion the patient experience and support operational units by delivering timely feedback that empowers our patients to feel heard, understood, valued, and more connected with University Clinical Health to improve the overall patient experience.

Key Results Areas (KRAs):

• Support the development and implementation of value-based programs that promote our company's core values to engage patients and improve population health outcomes.
• Direct outreach to targeted patients to meet identified goals and targets for the stratified population
• Participates in the development, implementation, evaluation, and ongoing revision of initiatives to improve quality, continuity, and cost-effectiveness of care
• Guides patients toward maintenance of contact regularly to interdisciplinary care team members
• Acts in accordance with laws and procedures regarding patient confidentiality and release of information
• Conducts an initial health risk and needs assessment.
• Assists with an integrated care plan of activities in Care Coordination Behavioral Health and serves as a resource to provide direction to patients.
• Support multiple areas within the organization based on need at the corporate and/or clinical location.
• Performs other duties as assigned.

Core Competencies

• Demonstrates developing business relationships through close collaboration, partnership, engagement, and communication
• Demonstrates a strong commitment to the mission and values of the organization
• Exceptional organizational ability, speed, efficiency, and ability to function with high call volumes.
• Analytic skills to accomplish outreach calls and coordination/prioritization of tasks.
• Demonstrate effective willingness to engage in process/quality improvement initiatives to achieve targets as defined by organizational goals and objectives.

Education & Experience:

• A minimum of a high school degree is Required
• At least 2 years of experience working in a health-related field Required
• Home/Community-health-based telecommunication experience Preferred
• Experience working with Medicaid population Preferred
• Excellent interpersonal and analytic skills required to accomplish assessment calls and coordination/prioritization of interventions Required