Patient Success Coordinator

Position Summary

The Patient Success Coordinator plays a vital role in enhancing the patient experience and improving health outcomes by serving as a trusted point of contact throughout the patients care journey. This position is responsible for creating a welcoming and supportive welcome to Prisma Community Care experience for new patients ensuring they feel informed comfortable and connected from their first addition the Patient Success Coordinator fosters ongoing engagement with established patients encouraging consistent participation in care plans to support compliance continuity and improved health outcomes.

The Patient Success Coordinator supports appointment adherence medication management and encourages preventative care including annual physicals while helping patients navigate healthcare resources within Prisma Community Cares integrated care model. This role places a strong emphasis on closing care gaps and supporting performance on HEDIS and other quality measures by promoting timely screenings follow ups and preventative services.

Working collaboratively with care teams the Patient Success Coordinator monitors patient progress identifies barriers to care and provides personalized outreach education and resource coordination. Through proactive communication and compassionate support the Patient Success Coordinator helps ensure patients remain engaged in their treatment plans adhere to recommended care and complete necessary preventative and chronic care services.

The Patient Success Coordinator supports the Prisma Community Care mission of providing affirming and inclusive services to promote well-being and advance health equity for diverse communities and all those seeking compassionate care - especially people of color 2SLGBTQIA and Queer individuals and those affected by HIV.

Essential Functions

Care Coordination & Patient Engagement

• Conduct proactive outreach to patients for appointment scheduling reminders and follow up to support care continuity.
• Monitor and manage no show rates and appointment cancellations implementing outreach strategies to reduce missed visits.
• Coordinate appointments across services to ensure timely access to care and alignment with care plans.
• Meet with all new patients during their initial visit to provide a Welcome to Prisma Community Care experience offering a high touch white glove introduction to services and care expectations.
• Assist new patients with onboarding tools including setup and education on the Healow messaging platform to support ongoing communication and engagement.
• Educate new patients on Prisma Community Cares integrated care model and available services to ensure understanding and connection to care resources.
• Build and maintain trust-based relationships with patients to support long term engagement in care.
• Encourage active patient participation in care plans treatment decisions and overall health management.

Care Gap Closure & Preventative Care

• Utilize EMR and reporting tools to identify care gaps and patients due for preventative services including annual physicals and screenings.
• Conduct targeted outreach to support closure of care gaps tied to HEDIS and other quality measures.
• Educate patients on the importance of preventative care and adherence to recommended screenings and follow up services.
• Track and follow through on completion of preventative and chronic care services to improve quality outcomes.

Medication & Care Plan Support

• Assist patients with medication adherence including refill coordination and understanding prescribed treatments.
• Reinforce care plan compliance through ongoing communication and follow up.
• Collaborate with providers and care teams to monitor patient progress and escalate concerns as needed.

Patient Education Advocacy & Barrier Resolution

• Provide individualized education to patients regarding health conditions treatment plans and next steps in care.
• Identify and address barriers to care including social financial transportation or access related challenges.

Data Driven Outreach & Quality Support

• Leverage EMR registries and reporting tools to prioritize and execute targeted patient outreach.
• Maintain accurate and timely documentation of all patient interactions and outreach activities.
• Support quality improvement initiatives by contributing to performance on HEDIS measures and value-based care metrics.
• Track outreach outcomes and patient engagement efforts to inform continuous improvement strategies.
• Advocate for patients by coordinating solutions and connecting them to appropriate internal and community resources.
• Facilitate referrals to clinical programs support services and community-based resources as appropriate.

Compliance & Program Support

• Adhere to organizational policies workflows and regulatory requirements.
• Support compliance related activities and quality initiatives as assigned.
• Collaborate with leadership and care teams to ensure alignment with operational and quality goals.

Weve got great benefits:

• 200 hours of PTO per year
• Up to 13 paid holidays per year
• Medical dental and vision insurance
• Basic life short-term and long-term disability insurance paid by Prisma Community Care
• Employee Assistance Plan (EAP)
• Retirement savings

Minimum Qualifications

• 2 or more years of experience in a healthcare setting such as Medical Assistant Patient Care Coordinator Medical Case Manager Care Navigator Referral Coordinator or other patient-facing role focused on care coordination patient engagement or population health.
• Demonstrated ability to build trust and establish strong relationships with patients with a focus on delivering a high-touch service-oriented experience.
• Strong communication skills with the ability to effectively engage educate and motivate patients from diverse backgrounds and varying health literacy levels.
• Proven ability to manage competing priorities including outreach scheduling and follow up while maintaining attention to detail and a high level of organization.
• Experience using electronic medical records (EMR/EHR) and patient engagement tools; proficiency in Microsoft Office applications (Word Excel Outlook) required. Familiarity with preventative care guidelines care gap closure HEDIS measures or value-based care models preferred.
• Ability to think critically identify barriers to care and implement solutions that support patient compliance and continuity of care.
• Strong interpersonal skills with the ability to work both independently and collaboratively within a multidisciplinary care team.
• Demonstrated commitment to providing compassionate patient-centered care and maintaining professionalism in all interactions.
• Ability to work effectively in a mission-driven organization serving diverse populations with respect to differences in race ethnicity gender identity sexual orientation socio-economic status nationality and religion.

Preferred Qualifications

• Associate degree or additional training or certification in healthcare public health or related field.
• Experience supporting patient onboarding patient education or guiding individuals through healthcare services and systems.
• Graduation and certificate of completion or diploma from an approved and accredited (CAAHEP or ABHES) medical assisting training program LPN or RN.
• Experience in Integrated Care settings.
• Experience working in eClinicalWorks.
• Experience working with Microsoft PowerB and Excel.
• Bilingual in Spanish and English demonstrating Speaking & Listening skill.

Environmental Factors and Conditions/Physical Requirements

• Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
• Occasional evening shifts may be necessary.
• Office environment exposure to computer screens for lengthy periods of time.
• Travel outside of the Phoenix region approximately 10% of the time.

Compliance Requirements

• Currently have or be able to obtain within 90 days of employment a valid Fingerprint Clearance Card
• Currently have or are able to obtain within 30 days of employment a clear TB test
• Currently have or are able to obtain within 30 days of employment a current flu vaccination
• Currently have or are able to initiate within 30 days of employment a Hepatitis-B primary vaccination series
• Currently have or are able to obtain within 30 days of employment a CPR certification

Equal Employment Opportunity

Prisma Community Care is an equal opportunity employer and we value a healthy work environment free from harassment and discrimination based on race color religion sex gender identity or expression sexual orientation national origin age disability veteran status or genetic information.

Send reasonable accommodation requests for medical or religious needs to Human Resources at Reasonable accommodations to allow the employee to carry out position duties will be discussed interactively with the employee based on their specific circumstances and the essential job functions of the position.