CareTrack, Inc. is a leading provider of chronic care management services for medical practices. CareTracks service offerings are based on proprietary CCM software, integrated back-office service operations, and patient interactive services. Our main goal is to help primary care physicians monitor patient care plan adherence as well as proactively identify and escalate earlier interventions in-between appointments. Our team is comprised of energized employees who work together to provide patients with the best possible care, and we are looking for someone who is a perfect fit to join our team.

CareTrack contracts with physician practices to provide CCM/RPM and HRA services to their Medicare patients. The Bilingual HRA Specialist initiates outbound phone calls to patients eligible for Annual Wellness Services and conducts a Health Risk Assessment survey with the patient.

This is a Bilingual, Spanish/English Speaking position.

CareTrack Principles

• Care Services Vision
  • To be the preferred care coordination solution for provider practices in the United States. We are committed to building a team of patient-centered, caring professionals that deliver best in class service for patients and practices.
• Care Services Mission
  • Our mission is to directly contribute to improving our patients quality of life by providing proactive, consistent check-ins and support for patients, allowing for better patient adherence to the providers care plan between office visits and resulting in better patient outcomes.
• CORE VALUES
  • Compassionate - We serve all with empathy and concern.
  • Adaptable We continually seek out best practices for serving each other, our patients and providers.
  • Reliable - We are dependable, accountable for our actions, just, and consistent at all times.
  • Encouraging We support each other in assisting our patients with the goals of their care plan.
  • Trustworthy - We maintain high standards of service and performance.
  • Respectful - We respect the worth of every person we interact with.
  • Attentive - The needs of our staff, patients and providers are our highest priority.
  • Collaborative - We build positive relationships with each other and our patients.
  • Kind - We are considerate and helpful, especially of persons and their behaviors.

Responsibilities

• Provide timely telephonic follow-up by keeping track of scheduled tasks
• Adjust care plans as needed based on patient changing conditions and providers recommendations
• Maintain on-going communication with provider and practice staff via telephone and by sharing patient care plans and summaries
• Provide patient services, including:
• Maintain and monitor assigned patient roster based on upcoming appointments for annual wellness
• Conduct patient outreach and telephonic care coordination with chronically ill patients.
• Provide motivational support to maximize adherence to care plan.
• Effectively utilize Electronic Health Record systems to gather patient medical history.
• Use different technological remote devices for patient interaction activities
• Track time spent for Care Coordination assessment, care plan, phone calls, etc. for patients enrolled in various Care Management programs.
• Effectively identify any patient issues and escalate them to the provider/supervisor as appropriate.
• Use appropriate community resources to address patients needs o Responsible for learning and staying up to date with relevant information to improve quality of services
• Enroll patient in the specific programs via telephone by conducting initial outreach calls, assessments, and development of patient-centered care plans
• 100% Telephonic Role

Requirements

• Must be able to speak, read, and write in Spanish along with English including medical terms

• Call center experience preferred, however demonstrated aptitude may suffice
• Exceptional phone etiquette with strong customer service orientation as evaluated in the interview process
• Data Entry skills, basic typing skills on a PC keyboard equal to 40 words per minute
• Strong Communication Skills
• Computer Literate (Sales Force or EMR/EHR experience a plus)
• Strong grammar, spelling and punctuation skills
• Organizational and Time Management Skills
• Experience working with older adults, preferably with chronic conditions
• Preferred experience in specialty care clinics or primary care
• Preferred experience in coordination of community resources
• Medical Assistant Front/ Back-office experience a plus
• Basic clinical tasks in the offices of physicians, hospitals, and other healthcare facilities a plus
• Experience in coordination of care, referrals, health promotion, insurance authorizations

Benefits

• Company paid employee health insurance
• Dental and Vision Insurance
• Life Insurance, Pet Insurance, and more
• Fast-paced, high growth Company with growth opportunities
• Generous PTO Policy