Population Health Coordinator

General Information

Position Purpose

The Population Health Coordinator is the customer-service champion of Monument Health, providing best-in-class member support, swiftly handling incoming inquiries from members, and proactively finding solutions for our members and other stakeholders. In this entry level role, the Coordinator will develop relationships with community and network partners to learn key workflows, processes and solutions in order to help navigate healthcare for our members, inspire and engage members to accomplish their best health, and optimize members’ experience. The Coordinator may spend a large portion of most workdays on telephonic interactions. The Coordinator will at times travel locally to in-network hospitals and physician practices to collaborate with care coordinators, social workers and/or discharge planners. He/she/they will also support member-facing, off-site events as needed. The Coordinator will be responsible for a variety of administrative tasks including maintaining working office conditions, meeting preparation, event planning and preparation. He/she/they will support the Monument Health vision and mission and will operate according to Monument Health core values. The Population Health Coordinator role will be required to operate according to Monument Health core values and help advance the mission and vision of Monument Health.

Essential Job Functions

• Compile information from medical records, internal reports, and other resources while maintaining confidentiality according to established privacy standards
• Make and receive telephone calls to/from members after emergency room visits, hospitalizations or other triggering events and address their health or insurance-related questions, make follow up appointments, connect them to community resources, and inspire them toward health and wellness
• Address incoming member calls and inquiries
• Develop relationships with care coordinators/social workers/discharge planners at hospitals and local physician practices and work collaboratively in-person and by phone with these peer-resources to optimize members’ care and their experience
• Be able to learn the basics of health insurance plans and effectively communicate the details to members when needed
• Accurately document and track your work on trackers and other internal tools
• Execute high-volume clinical mailings, meticulously auditing all outgoing communications to ensure 100% adherence to HIPAA regulations and institutional compliance protocols.
• Prepare for and support offsite wellness, enrollment, and community-related events with enthusiasm and energy which may occur outside of usual working hours
• Complete various administrative tasks such as calendaring key calls and appointments for the broader team, handling and planning meals for physician meetings and other events, maintaining office supplies and office equipment, and completing other administrative duties as assigned in a high-quality and efficient manner
• Light housekeeping (shared by all employees).
• Protect Monument’s value by keeping information confidential
• Review systems and processes and suggest/make modifications to address issues
• Occasional travel is required for conferences and assignments
• Perform other related duties as necessary for the purpose of ensuring the efficient and effective functioning of the organization

Knowledge, Skills, Abilities, and Other Characteristics

• Must have a minimum of two years experience in customer service (telephonically or in-person) in any field that you believe can be translated to this role
• 1+ year of experience in Google G-suite and/or Microsoft Office Suite
• Reliable transportation and valid and current drivers license and auto insurance
• Healthcare experience in care coordination or discharge planning preferred
• Strong communication skills, especially verbally (i.e. by phone) preferred
• Passion for advocacy and ability to motivate others preferred
• Clear-thinker, problem solver, ability to “get things done” preferred
• Ability to develop and manage relationships preferred
• Ability to manage multiple tasks at one time and move quickly from one project to another preferred
• Brings a high degree of professionalism preferred
• Able to accept feedback in the spirit of growth and continuous improvement preferred
• Must adopt and live the Monument Health core values.

Education and Certifications Requirements

High school diploma required. Baccalaureate degree preferred.

Monument Health Overview

Monument Health, LLC is a joint venture capitalized in 2015 and owned by Intermountain St. Mary’s Regional Medical Center and Primary Care Partners. Monument Health facilitates the largest and most comprehensive clinically integrated network (CIN) on Colorado’s Western Slope and delivers high-impact population health services. The high performing integrated network and population health services allow for better, more coordinated care and cost containment in the communities it serves.

Monument Health currently manages a network of 100,000+ members across the Western Slope, encompassing Commercial, Medicaid, CHP+, Medicare, Medicare Advantage, and Dual Special Needs (D-SNP) insurance plans with multiple payors. Self-funded employer groups may also utilize the Monument Health network and population health services on their TPA platforms. In addition, Monument Health offers analytics, population health and employee-based wellness programs and services.

Physical Aspects of the Job – Regularly Required to Perform Job Tasks

Physical Requirements 

Lifting Requirements

Working Environment

Vision Requirements

Hearing Requirements

Mental Requirements

OSHA Category Classification: Category III

The normal work routine of this position does not involve exposure to blood, body fluids, or tissues. The person holding this position will not be called upon to perform or assist in emergency medical care or first aid or to be potentially exposed in some way. Category III does include handling of implements, utensils, equipment; using public restrooms and public telephones; and personal contacts such as handshaking.