Patient Experience Coordinator II

Primary Purpose of Position:

Join Our Team at North Shore Community Health as a Patient Experience Coordinator II Elevate Your Impact in ValueBased Care!

At North Shore Community Health we believe that patient experience begins long before a patient walks through our doors and continues well after their visit. We are seeking a dedicated Patient Experience Coordinator II to enhance our efforts in making healthcare accessible affordable and personalized for our community.

In this role you will build on your foundational skills to take on more complex patient navigation and referral coordination. As a Patient Experience Coordinator II you will play a critical role in facilitating seamless transitions of care for patients with nuanced needs ensuring they receive the appropriate support and resources throughout their healthcare journey. Reporting to the Manager of Patient Experience youll leverage advanced reporting tools to analyze data and improve patient outcomes while coordinating referrals for more complicated cases that require careful attention and followup.

You will engage with patients to guide them through the intricacies of their care addressing challenges and facilitating communication with specialists across the North Shore region. Your responsibilities will include utilizing datadriven insights to identify trends and enhance service delivery as well as mentoring junior team members to foster a collaborative environment focused on patientcentered care.

This is an excellent opportunity for those looking to deepen their impact in the valuebased care movement while making a meaningful difference in the lives of patients in our community.

The Organization

North Shore Community Health (NSCH) is a highly accomplished community health organization that prides itself on its compassionate approach to serving the surrounding communities with comprehensive and culturally sensitive care. With a strong commitment to excellence NSCH provides:

• Comprehensive primary care.
• Dental services.
• Behavioral health care.
• Care management.
• Pharmacy services.
• Substance abuse disorder treatment.
• Nurse care management.
• Insurance enrollment assistance.

NSCH operates service sites at Gloucester Peabody and Salem Family Health Centers ensuring convenient access to care. Additionally NSCH extends its reach through schoolbased health centers within the Salem and Peabody School Districts. NSCH collaborates with Bentley Academy Collins Middle School Horace Mann School Bates Elementary School and the Peabody Learning Academy for behavioral health services.

As a communitybased safety net healthcare provider NSCH actively encourages diversity and welcomes staff members who reflect the rich tapestry of our communities. We highly value the contributions of our team members and offer a wide range of perks and comprehensive benefits. These include health and wellness benefits tuition reimbursement loan forgiveness opportunities and other appealing benefits.

We believe in supporting our employees from day one and all eligible staff members can take advantage of these benefits right from the start of their employment at NSCH. We aim to foster a supportive and rewarding environment that empowers our team members to provide exceptional care to our communities.

Mission

North Shore Community Healths mission is to build healthy communities by providing exceptional care to all.

Vision

Healthy People Vibrant Communities

Values

Accountability

We take our responsibility to ourselves each other and the NSCH Community very seriously. We understand our individual roles and positions of power with respect to how others perceive our roles and actions. We hold ourselves accountable when we make mistakesacknowledging the error owning it taking corrective actions and moving forward. We follow through on what we commit or resolve to do.

Integrity

Integrity is the foundation of healthy relationships. We are committed to the highest ethical standards: honesty fairness respectfulness and trustworthiness. We are honorable and respectful in dealings with others and we strive to deal honestly fairly and in a respectful ethical and trustworthy manner when in agreement or disagreement.

Empathy

Empathy is a deep appreciation for anothers situation and point of view which is the basis for the golden rule and our intrinsic sense of justice. We strive to bring empathy into our interactions with each other and with our patients.

Courage

We see courage as the strength of character to stand up for our convictions and belief system. To have courage is to have the fortitude to take risks and to extend ones behaviors actions and thoughts beyond ones comfort zone. We appreciate that courage is often required to compromise. Courage is a state of mind to face adverse difficult and challenging situations with confidence and positive energy.

Respect

NSCH holds its patients in the highest regard. We provide care that is respectful of and responsive to individual patient needs and values. We take the time to listen to concerns understand what is important and provide appropriate solutions and care. We do this through coordination and integration of care collaboration and teamwork.

Commitment

NSCH is committed to the health and wellbeing of its community patients and staff. We demonstrate this commitment by constantly striving to align our actions with our mission vision and values.

EEO Statement:

We North Shore Community Health (NSCH) are an equal employment opportunity employer. Our goal is to have a diverse workforce representative of all people at all job levels in the organization. We do not and will not make any personnel decisions (like recruiting hiring job assignments and promotions) based on age color national origin citizenship status physical or mental disability race religion creed gender sex sexual orientation gender identity gender expression genetic information marital status status with regard to public assistance veteran status or any other characteristic protected by federal state or local law.

Essential Functions:

Utilize widelyadopted external systems like insurance portals and databases to better manage more abstract elements of optimizing patient access and experience.

Navigate patients through necessary insurance changes to ensure continuity of primary and specialty care.

Give great customer service measured through timely response and thorough outreach and followup to both patients and coworkers helping with healthcare access and patient experience.

Make sure patient care is smooth by processing more complex referrals keeping patients updated about their appointments and working with clinical staff to get them the care they need quickly.

Help patients get the care they need by followingup with patients to ensure they receive their specialty care as well as supporting patients with specialty appointment scheduling and logistics

Improve the patient experience by checking upcoming appointments confirming active insurance and making sure patients are prepared and supported.

Help patients find affordable care options especially those without insurance or with limited coverage.

Lower healthcare costs by quickly reaching out to new MassHealth patients scheduling appointments and getting them enrolled in primary care.

Encourage patients to sign up for MyChart to manage their care and easily connect with the care team.

Keep patient information private and communicate professionally with everyone involved in the referral process.

High School diploma or equivalent

A minimum of two (2) years of customer service experience preferably in a medical setting or office environment

Bilingual in Spanish/Portuguese and English

Demonstrated work history of reliability good attendance and a positive attitude

Detailoriented and thorough

Willingness and ability to learn new technologies Digium/Switchvox phone system EPIC for medical appointments Dentrix for dental appointments

Warm and professional telephone manner; good memory and patience

Ability to multitask and follow up to complete tasks

Ability to be courteous efficient effective and patient in a fastpaced environment

Maintain strict adherence to the NSCH Confidentiality policy

Incorporate NSCH Mission and Values into daily activities

Comply with all NSCH personnel policies and procedures

Willingness to be flexible about work assignments

Strong interpersonal and communication skills

Competency in working with Microsoft Office Suite and EPIC is a plus

As a health center NSCH ensures that all employees comply with the annual requirements for vaccinations and health screenings. All employees must be vaccinated against COVID19 as a condition of their employment unless they have been granted a religious or medical exception. Proof of COVID19 vaccination must be provided and prospective employees must be vaccinated before their first day of employment submitting their vaccination record and prehire paperwork. If you need to request an exemption from the vaccine requirement or have any inquiries regarding this policy please contact the Human Resources Department at

At North Shore Community Health our commitment lies in fostering a diverse workforce. If youre enthusiastic about this position but feel that your previous experience aligns differently with every requirement in the job description we still encourage you to apply! Your skills could be a great fit for this role or other opportunities within North Shore Community Health.

Living on the North Shore

With facilities in Salem Peabody and Gloucester NSCH offers access to New Englands Coastal charm just thirty minutes outside Boston. The North Shore is connected to the city via the Rockport Commuter Rail line which makes stops in Salem and Gloucester. The North Shore has plenty to offer with a rich history and thriving cultural scene.

For Information Please Contact:

Talent Acquisition Department

North Shore Community Health