Job Description
Bilingual Spanish Team Lead, Outreach – 100% remote
locations
Remote – NY
time type
Full time
job requisition id
R016554
The Team Lead Outreach in Clinical Quality will oversee the Outreach Coordinators to ensure they are providing appropriate information and education to members within all applicable products (including Medicaid, CHP, Medicare, QHP, EP and others). This position provides detailed instructions and constantly monitors work performance.
Manage and provide clinical support and guidance to approximately 8-10 staff members (outreach coordinators). Responds to questions raised during member outreach calls and troubleshoots/intervenes as needed.
Train staff on completing outreach campaigns, health risk assessments (HRA) calls in accordance with Healthfirst guidelines. These guidelines include HIPAA compliance and privacy concerns.
Monitor campaigns and HRA volumes as well as productivity of staff to identify potential staffing gaps and needs.
Provide guidance to staff on the use of all applicable systems used, including: On Contact, Interactive and DSS
Monitor systems used by the outreach team and alert Manager/Director and appropriate IT/IS Vendor staff when issues arise.
Assign call campaigns for both general campaigns and HRA calls to assure adequate staff coverage and language match when possible.
Supervise and monitor staff productivity and effectiveness using an internally developed audit tool, talk time and active/retrospective listening to outbound member calls through Interaction.
Additional duties as assigned.
Minimum Qualifications:
– HS diploma/GED
– Bilingual (English/Spanish or English/Chinese – Mandarin or Cantonese)
Preferred Qualifications:
– Associate Degree from an accredited institution
– Outreach or quality work experience – Familiarity with HEDIS/QARR specifications
– Ability to work independently with minimal supervision.
– Previous work experience with direct member contact or education
– Previous experience with leadership skills
– Work experience in a medical, health care or customer service setting working with diverse populations
– Experience creating basic documents in Microsoft Word and Excel.