Lisa Elseroad
Reisterstown,USA
Summary
Dedicated and results-driven as Quality Outreach Coordinator, in reaching members through education and promoting wellness initiatives. Skilled in coordinating care between members and primary care providers, while ensuring compliance with regulatory requirements and departmental objectives. Proficient in tracking and documenting member appointments, managing case referrals, and utilizing organizational and communication skills to improve preventive care compliance, and support overall health outcomes.
Overview
4
4
years of professional experience
Work History
Outreach Coordinator
Medstar Family Choice
09.2020 - Current
- Contacts members, educating them about wellness initiatives that align with the Value Based purchasing initiatives, HEDIS standards, and EPSDT goals
- Assists with coordinating contact and following through with member's Primary Care Physician
- Meets the neutral standards established by the regulatory body of the jurisdiction but strives for the VBP incentive range and / or EPSDT goals
- If there are no VBP targets, meets the 75th percentile for HEDIS, but strives for the 90th percentile for HEDIS
- Fulfills the outreach contractual criteria required by the regulatory body of the jurisdiction and assists Medstar Family Choice providers with outreach to members including those members who have been non-compliant or who are difficult to reach
- Play a key role in connecting members with health care providers and specialist
- Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards
- Complies with governmental and accreditation regulations
- Accurately documents all member appointments and outreach efforts, successful and unsuccessful, in the computer system per MFC policy/audit tool
- Based on the assigned Wellness-Preventative Care Program may be responsible for obtaining a copy of the completed services to track compliance and overall utilization score
- Assists the Quality Improvement Department with the collections of clinical records utilizing Med connect, CRISP, lab database, etc
- Attends required meetings and participates on committees as requested
- Demonstrates behavior consistent with Medstar Health mission, vision, goals, objectives, and patient care philosophy
- Initiates, coordinates, attends and/or presents at wellness community events or venues to educate the community and providers about the services provided by MFC
- Adheres to best practices and empowerment-based approaches to collaboratively coordinate care for assigned households
- Assists with the development and implementation of member incentive programs to encourage compliance with wellness preventative care
- Assists with special mailings and program drawings, and gift card mailings, when indicated, for assigned Wellness and preventative Care program
- Sends text message and / or email reminders for appointments and outreach messages to encourage adherence to wellness and preventative care
- Contacts all head of households (HOH) in territory at least once by the end of the first quarter of the calendar year
- Facilitates member understanding and utilization of the MFC Benefit Plan, resolves member inquiries, and assists the patient in coordinating care or services when requested or required
- For assigned territory, develops, and implements strategies to engage members with the annual wellness requirements as established by the regulatory body in the defined jurisdiction and NCQA (HEDIS)
- Coordinates appointments as necessary; educates members about the importance of preventative care; and facilitates and supports the member's relationship with their PCP
- Works with providers in assigned territory to schedule doctor days
- Schedules and successfully implements at least three doctor days per year
- Works with PCP to perform member calls from the provider office as needed
- Maintains the 'macro reporting' database which refreshes monthly enabling proactive statistics on compliant members for the assigned territory / program and an active list of members to call and coordinate preventive care appointments
- Processes transportation requests for members when criteria are met
- Processes Welcome-Orientation calls when contacted by a new Medstar Family Choice Member and documents in the computer system
- Provides ACD telephone coverage and processes calls related to PCP and provider questions, eligibility and benefits, transportation, and authorization issues when assigned
- Utilizes a multitude of systems to locate members and coordinate care
- Enters corrected contact information in the Clinical Software System
- Maintains productivity standards for call volumes per day and appointment scheduling as set forth by management
Administrative Assistant and Front Desk Receptionist
Clearview Consulting Group
10.2019 - 04.2020
- Covering the front desk each weekday
- Answering and directing incoming telephone communications
- Greeting all office visitors, ensuring each signs-in for security purposes and feels welcome
- Reviewing and distributing faxes and voice mail inquiries accordingly
- Understanding and following all office security and safety protocols
- Maintaining the cleanliness, presentability, readiness and security of the lobby area, front desk and front office conference room
- Accepting, signing for, and delivering incoming mail and packages
- Preparing and processing outgoing mail at least two times daily, taking any remaining outgoing mail to the post office at the end of each business day
- Preparing and processing outgoing packages, to include creating shipping labels, scanning copies to the shippers, and providing client-related invoices as needed
- Tracking postage usage by department and report to accounting
- Supporting the Office Manager as needed with supply orders, invoicing, and meeting coordination and/or preparation
Administrative Assistant, Level 2
Leidos Innovations
08.2017 - 11.2018
Administrative Assistant, Level 1
Lockheed Martin Corporation
02.2009 - 08.2017
- Demonstrated leadership, professional temperament, and excellent communications skills
- Managed complex scheduling activity including oversight of multiple conference room resource calendars
- Attended meetings to record minutes, track action items, and finalize minutes into required customer deliverable format
- Streamlined and improved processes related to purchasing office supplies and name plates
- Implemented processes and procedures that increased operational efficiency, managed daily functions of the office and premises
- Produced high-level departmental communications related to changing policies and procedures
- Successfully used broad knowledge of company policy and operations to proactively prioritize, plan, and schedule management activities
- Utilized independent judgment to compose and reply directly to correspondence inquiries
Education
General Studies -
Community College of Baltimore County
Baltimore, MD01.2003
High school diploma or GED -
Skills
- Organizational skills
- Communication skills
- Work ethic
- Team-oriented
- Self-directed
- Project management
- Client support
- Office operations
- Supply purchases
- Budget management
- Information dissemination
- Organization
- Efficiency
- Prioritization
- Public Relations
- Schedule Management
- Office Administration
- Managed Care
- Employee Orientation
Personal Information
Authorized To Work: US
Languages
English
Timeline
Outreach Coordinator
Medstar Family Choice
09.2020 - Current
Administrative Assistant and Front Desk Receptionist
Clearview Consulting Group
10.2019 - 04.2020
Administrative Assistant, Level 2
Leidos Innovations
08.2017 - 11.2018
Administrative Assistant, Level 1
Lockheed Martin Corporation
02.2009 - 08.2017
High school diploma or GED -
General Studies -
Community College of Baltimore County
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