Patient Engagement Coordinator
Employment status: Regular Full-Time, Salary, Exempt
Hours per week: Full-Time 40
Reports to: Practice Manager
Location: Nashville, TN
Our Mission
Siloam Health’s mission is to share the love of Christ by serving those in need through health care. Our patients come from more than 80 countries and speak over 50 languages. Siloam’s approach to medical care provides a unique, interdisciplinary model of whole-person health care that addresses the physical, social, emotional, and spiritual determinants of health. Our staff is anchored by a multicultural primary care team that serves alongside roughly 300 volunteer interpreters, doctors, nurses, and other licensed medical specialists each year to provide comprehensive health care to Nashville’s most vulnerable.
What We Offer
Siloam Health is committed to caring for staff in the same excellent manner as we care for patients by providing the following benefits to our full-time staff:
- 100% Employer paid medical and dental insurance
- 100% Employer paid life and disability
- Simple IRA with employer match up to 3%
- HSA with up to $1,300 match by employer or FSA
- Low-cost vision insurance
- 3 weeks of PTO in the first year
- 10 Paid Holidays
- Flexible schedule
- Part-time and full-time shifts available
- Limited weekends
- Consistent schedule
- Diverse team and patient population
- Mission leave
- Extended Illness Benefit
What You'll Do
Beginning with the onboarding of all new patients at the Melrose Clinic, the Patient Engagement Coordinator clearly communicates and respectfully applies Siloam’s administrative patient policies to Siloam patients. Policies include but are not limited to: Proof of Income Policy, Insurance Screenings, Missed Appointments Policy, and Payment Plans. The Patient Engagement Coordinator is also the primary point of contact from the Patient Relations team for new patients who warmly welcomes them, keeps them informed of patient requirements, and graciously facilitates their transition to a new Primary Care Provider as needed.
Daily Operations
- Welcomes new patients to Siloam Health Melrose (SHM) and educates them about Siloam’s mission and core values.
- Informs new patients at SHM about patient policies, communicating clearly in their primary language (using interpretive services as needed) and ensuring patient understanding that these policies exist to support Siloam’s mission and are not intended to be punitive. Additionally, the PEC is responsible for holding patients accountable to patient policies throughout their tenure as a patient at Siloam.
- Keeps patients informed on relevant policies an ongoing basis, communicating expectations and requirements in a clear and understandable manner
- Submits proposals for changes to patient policies to the Practice Manager
- Provides situational assessment for warranted exceptions to a patient policy and advocates that an exception to a patient policy be granted to the Practice Manager.
- Identifies areas of patient non-compliance and calls and/or meets with these patients in person to communicate what is required at their next visit and to respectfully but firmly hold them accountable.
- Communicates regularly with the Patient Relations team about difficult accounts and non-adherent patients, providing instruction for the team on how to handle these situations; PEC also is available to talk with these patients at check-in as needed.
- Tracks, quantifies, and reports regularly on the progress and the problems in patient adherence to patient policies to Practice Manager.
- Support PR Antioch team with new patient referral to Melrose and policy education of Full Access patients who regularly go to the Antioch clinic.
- Work with Front Office Leads to set up payment plans for Full Access patients that are within the patient’s means to facilitate their dignified participation in covering costs, while also adhering to Siloam’s commitment to never turn patients away for inability to pay.
- Work with the SHM Assistant Nurse Manager and/or staff nurses in processing the new patient screening from partner organizations and hospitals.
- Communicate regularly with staff from the Men of Valor program to ensure accurate scheduling and prevent no-shows from their clients, communicates any important updates to the PR Team, and reports to Practice Manager of any arising issues in policy adherence.
- Serves as the contact person for health navigators who see patients at the Melrose location and communicates to staff on updates about Marketplace Insurance.
- Support the Patient Relation team with patient tasks and cases relating to scheduling, proof of income, and policy education as instructed by the Practice Manager.
- Assists in transitioning a patient to a new PCP in a manner that is helpful, informative, and aligned with Siloam’s core values.
Other Duties
- Pursues personal development of skills and knowledge necessary for the effective performance of the role.
- Provides support to the Patient Relations team members, filling in coverage gaps at check-in and check-out as necessary.
- Participates in on-going quality improvement (QI) activities within the roles defined above.
- Travels to multiple locations with minimal notice when required.
- Performs other duties as assigned by the Practice Manager.
Who We Are Looking For
We value having a friendly team to provide a welcoming environment for our patients. We are looking for someone who:
Education and Experience
- High school diploma or GED
- Two years’ front desk experience in a medical office preferred
Qualifications
- Passionate about Christian ministry to the underserved and in full agreement with Siloam’s mission and core values
- Willingness to serve persons with limited access to healthcare and who are from different cultures and faith beliefs
- Computer literacy and familiarity with MS Office products as well as electronic medical records preferred
- Adherence to OSHA and confidentiality requirements
- Ability to sit at a desk and use a desktop with keyboard (sit/stand desk optional)
- Ability to work well in a team setting
- Familiarity with medical terminology is preferred
- Bilingual strongly preferred (English/Spanish)