Outreach and Enrollment Coordinator – Mindoula Health – Charleston, WV

Mindoula’s teams of case and care managers, supported by technology including a mobile engagement app, proprietary psychometrics, and predictive analytics, are the key to its success. Mindoula expects to expand rapidly across multiple business lines in multiple states and is seeking an experienced Outreach & Enrollment Care Extender.

This Outreach and Enrollment Coordinator (OEC) will have top-notch communication and customer service skills, an exceedingly pleasant phone and in-person manner, the ability to work as part of a team as well as independently, and a high degree of professionalism. The primary role of the OEC is to enroll members into one of Mindoula’s Population Health programs within the West Virginia region and will provide support for enrollment efforts – remotely – in Mindoula’s other regions, including Las Vegas, NV, Missouri, Louisiana, and elsewhere. The OEC demonstrates high degrees of comfort with speaking to young adults, seniors, and adults with behavioral health and medical needs. The ideal candidate will have experience with high volume telephonic and door-to-door outreach campaigns, telemarketing, sales, and other general enrollment activities associated with driving membership. The candidate will also be extremely organized, self-motivated, and at ease with a variety of computer programs including electronic health records and Google’s suite of products.

Essential Duties and Responsibilities:

Reasonable accommodations may be made to eligible individuals with disabilities to perform the essential functions.

Essential Functions:

• Initial and continuous outreach and engagement to a cohort of members on a regular basis (as contracted) virtually and in-person
• During outreach, provide appropriate education and answer questions about Mindoula’s Interpersonal Violence Reduction Program, Population Health Management Program and other Mindoula programs and service offerings as needed
• Complete initial member screenings to determine enrollment eligibility as necessary
• Following agreement of enrollment, completion of a warm hand-off to the assigned Care Extender if possible, and if not, scheduling an initial call/appointment for completion of enrollment
• Support enrolled members and team members by completing resource development and outreach in support of members served
• Assist with coordination and participation in community engagement events

• Produce high quality documentation that enables the members to receive the best treatment possible
• Prepare and maintain all required records, reports, paperwork, and members’ diagnostic records, maintaining confidentiality of members at all times
• Accurately complete all case notes in a professional, timely manner
• Enter data into multiple locations in a timely manner without error
• Uphold professional standards as a representative of Mindoula Health
• Improve our program and work environment through constructive feedback and show each member respect and compassion without crossing therapeutic boundaries, infringing on ethical standards, or being drawn into unethical situations
• Work as part of the team; promote teamwork and unity

• Use clear and accurate communication skills (both verbal and written) to communicate with members over the phone, through email, and in person
• Respond positively to supervision and to recommendations for improved performance
• Work under high stress with multiple priorities while maintaining the ability to respond to members and their support systems in a healthy manner
• Relate to members in a nonthreatening manner that is pleasant, personal, and meaningful
• Support outreach and engagement efforts in IVRP, PHMP, and CCP as necessary and requested
• Other tasks as they arise

Please note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Education & Work Experience:

• One to two years of experience working on, leading or participating in sales, outreach, engagement and/or enrollment campaigns
• One to two years of experience in the behavioral health field and/or healthcare environment is preferred or a combination of experience and education which provides the candidate with the requisite qualifications
• Experience working with high risk, complex adults is preferred
• Customer service experience required
• Crisis Intervention Training / Crisis Training preferred
• Proficient in Microsoft Word, Google Suite (calendar, docs, sheets, slides etc.), and Excel
• Strong data entry experience
• Work experience with an EHR
• Experience with health information management/data

Skills Required:

• Relentless about prioritizing and following through on assigned tasks independently
• Superior time management and organization to complete daily tasks by the end of each day
• Proficiency in navigating the Internet.
• Proficient in Microsoft Excel skills including edit, search, sort/filter, and format using already created pivot tables to locate information
• Proficient in data entry/database management
• Compliance: Ensures outreach is delivered according to applicable laws, regulations, policies and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violations of applicable rules, and cooperates fully with all organizational investigations and proceedings. Ensuring health information management requirements are met
• Ability to exercise strict confidentiality and sound judgment with respect to sensitive member information, maintaining the integrity of member records at all times
• Relationship Management: develop, maintain, and strengthen partnerships with others inside or outside the organization
• Problem Solving: Identifies needs and takes independent action to implement change when and where it is needed; results oriented. Ability to plan, organize, manage time, and prioritize multiple tasks and assignments. Use effective follow through
• Communication: Excellent listening, verbal and written communication skills. Clearly and accurately relays information to staff, business partners, stakeholders, and members
• Ability to work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness
• Ability to provide case management in routine and crisis situations
• Excellent attention to detail and organizational skills

Position Type/Expected Hours of Work: Full-time Regular position. Flexibility in hours. Some evening work. This position will require the ability to work various schedules when necessary, including outside of “core” work hours and will allow for some flexibility in scheduling as approved by manager.

Travel: 50% (variable). Reliable transportation required.

PHOECWV #ZR