JOB SUMMARY & ESSENTIAL FUNCTIONS
The Quality Outreach Specialist supports Valle del Sol’s Quality Improvement Program by conducting proactive, data-driven patient outreach to improve preventive care, chronic disease management, patient engagement, and clinical quality outcomes. This position identifies and addresses patient care gaps through outreach, education, appointment coordination, follow-up, and collaboration with clinical and operational teams.
Working closely with providers, nursing, medical assistants, referral staff, scheduling teams, and other organizational partners, the Quality Outreach Specialist facilitates timely access to recommended healthcare services and supports performance on HRSA, UDS, HEDIS, value-based care, payer, and other applicable quality measures.
The Quality Outreach Specialist utilizes quality reports, patient registries, work queues, and other available data to prioritize outreach activities, identify barriers to care, and support measurable improvements in care-gap closure and organizational quality performance.
Patient Outreach & Engagement
- Conduct proactive outbound outreach to patients identified through quality reports, patient registries, payer lists, care-gap reports, and assigned work queues.
- Educate patients regarding recommended preventive services, screenings, immunizations, chronic disease follow-up, laboratory testing, annual wellness visits, and other identified healthcare needs using approved communication guidelines.
- Explain the purpose and importance of recommended healthcare services using clear, patient-friendly language appropriate to the patient’s level of understanding.
- Identify barriers to care, including transportation, language, insurance, scheduling, and social needs, and connect or escalate patients to appropriate clinical, operational, or community resources.
- Utilize effective patient engagement techniques to encourage participation in recommended healthcare services and ongoing care.
Care-Gap Closure & Coordination
- Schedule and coordinate appointments, laboratory services, referrals, screenings, and other follow-up services necessary to address identified care gaps.
- Collaborate with providers, nurses, medical assistants, referral coordinators, scheduling staff, and other departments to facilitate timely completion and documentation of recommended services.
- Monitor assigned outreach work queues and conduct appropriate follow-up until outreach activities are completed, resolved, or closed in accordance with established workflows.
- Escalate patient symptoms, medication questions, abnormal findings, requests for medical advice, and other clinical concerns to licensed clinical staff in accordance with established protocols.
- Verify and update patient demographic and contact information during outreach activities to support accurate communication and follow-up.
Quality Improvement & Performance
- Support organizational performance on HRSA, UDS, HEDIS, value-based care, payer, and other applicable quality measures through targeted patient engagement and care-gap closure activities.
- Monitor assigned quality measures and outreach outcomes to identify trends, recurring barriers, and opportunities to improve patient engagement and care-gap closure.
- Provide feedback regarding operational barriers, patient engagement challenges, and workflow opportunities that may impact quality performance.
- Participate in quality improvement initiatives, departmental meetings, staff education, and workflow improvement activities.
- Support implementation of outreach strategies and process improvements designed to increase completion of recommended preventive and chronic care services.
Documentation & Data Integrity
- Accurately and timely document outreach attempts, patient responses, appointments, barriers to care, interventions, and follow-up activities in the electronic health record and designated tracking systems.
- Maintain accurate outreach work queues, patient registries, and tracking information to support quality reporting and follow-up.
- Follow established documentation standards and workflows to support accurate care-gap closure and organizational quality reporting.
- Maintain confidentiality and security of patient and organizational information in accordance with HIPAA, Valle del Sol policies, and applicable regulatory requirements.
Professional Responsibilities
- Demonstrates professionalism consistent with Valle del Sol’s mission, vision, values, and Emotional Quotients.
- Builds collaborative relationships with patients, providers, staff, and community partners to support quality outcomes and patient engagement.
- Participates in required meetings, training, competency development, and quality improvement activities.
- Maintains current knowledge of organizational workflows, patient outreach practices, preventive healthcare recommendations, and applicable quality initiatives.
- Maintains all required certifications and training applicable to the position.
- Performs other duties as assigned.
QUALIFICATIONS
Education
Required:
- High school diploma or equivalent.
- Preferred:
- Completion of a Medical Assistant training program, healthcare certificate program, or coursework in healthcare, public health, medical assisting, or a related field.
Experience
Required:
- Minimum six (6) months of experience in healthcare, patient outreach, medical office operations, scheduling, patient registration, call center operations, customer service, or a related setting.
- Experience using computers and standard office applications.
- Preferred:
- One (1) or more years of experience in a healthcare environment.
- Experience working in an FQHC, primary care, behavioral health, population health, quality improvement, or care coordination environment.
- Experience conducting patient outreach, appointment coordination, or care-gap closure activities.
- Experience using an electronic health record (EHR), preferably NextGen.
Licensure/Certification
Preferred:
- Medical Assistant certification (CMA, RMA, CCMA, or equivalent).
- Additional certification or training related to healthcare quality, population health, patient navigation, or care coordination.
Other Requirements
- Must be at least 18 years of age.
- Must be authorized to work in the United States.
- Must be able to pass pre- and continued employment screenings successfully.
KNOWLEDGE, SKILLS, AND ABILITIES
- Knowledge of basic medical terminology, preventive healthcare, chronic disease management, and patient engagement principles.
- Basic knowledge of healthcare quality measures, care gaps, population health, and quality improvement concepts.
- Strong telephone, customer service, and patient engagement skills.
- Ability to explain healthcare recommendations clearly using patient-friendly, non-clinical language.
- Ability to establish rapport and communicate effectively with patients from diverse backgrounds.
- Ability to recognize clinical questions, symptoms, or concerns requiring escalation to licensed clinical staff.
- Strong organizational, time management, problem-solving, and follow-up skills.
- Ability to manage multiple outreach assignments and prioritize work according to established guidelines.
- Strong attention to detail and ability to maintain accurate documentation and data.
- Proficiency with electronic health records, Microsoft Office applications, and healthcare tracking or reporting systems.
- Ability to communicate effectively with patients, staff, and community partners.
- Ability to maintain accurate documentation and comply with regulatory requirements.
- Ability to work effectively in a multidisciplinary team environment.
- Ability to provide culturally responsive and trauma-informed services.
- Ability to maintain confidentiality and comply with HIPAA and organizational privacy requirements.
WORKING CONDITIONS & PHYSICAL REQUIREMENTS
Work Environment
This position may operate in clinical, office, or community settings including clinics, administrative offices, outreach locations, client homes, partner agencies, and community sites. Employees may interact with individuals experiencing behavioral health challenges, emotional distress, or complex social needs. Standard safety precautions and personal protective equipment (PPE) may be required as applicable.
Physical Requirements
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Typical requirements may include:
- Sitting, standing, walking, bending, and reaching for extended periods
- Operating computers, mobile devices, and standard office or clinical equipment
- Travel to various Valle del Sol locations or community sites when required
- Lifting or moving materials or equipment up to 25 pounds
Schedule & Travel
Work schedules may vary based on program needs and may include evening or weekend hours. Some positions may require local travel between Valle del Sol sites or community locations.
Equipment
Employees may operate standard office, clinical, and communication equipment including computers, phones, printers, electronic health record systems, laptops, and mobile devices.
COMPLIANCE REQUIREMENTS
Employees must maintain compliance with all Valle del Sol policies and applicable regulatory requirements, which may include:
- Licensure, certification, credentialing, and/or privileging requirements applicable to the position.
- Required immunizations and occupational health clearances.
- Tuberculosis (TB) testing and Hepatitis B screening or declination, when applicable.
- Arizona Level I Fingerprint Clearance Card when required by law or program.
- Valid driver’s license and acceptable driving record when operating a vehicle for company business.
- Completion and maintenance of required training, certifications, and continuing education.
Failure to obtain or maintain required credentials, clearances, or compliance requirements may impact eligibility for employment or continued assignment in the role.
Equal Opportunity Employer
Valle del Sol is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. Valle del Sol is committed to providing a work environment free from discrimination and harassment.
Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform the essential functions of the position. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform these functions.
If you require a reasonable accommodation to apply for a position or to participate in the interview process, please contact us at VdSHR@valledelsol.com.
Additional Information
This job description has been reviewed to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities or a contract of employment. Management reserves the right to modify, add, or remove duties as necessary.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Benefits
- 401(k)
- 401(k) matching
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Paid Life Insurance
- Paid Disability Insurance
- Paid time off
- Employee assistance program
- Employee discount
- Professional development assistance
- Referral program
- Particpation in the NHSC Loan Repayment Program for qualifying positions!