About Sound:

Sound Physicians is a leading physician partner to hospitals, health plans, physician groups, and post-acute providers seeking to transform outcomes for acute episodes of care. For 20 years our high-performing and affordable care models have combined physician leadership, clinical process, technology and analytics to consistently improve clinical and financial performance. We are pioneers in value, working together with our partners and community providers to bridge gaps in care, from hospital to home.

Sound Physicians offers a competitive benefits package inclusive of the items below, and more:

• Medical insurance, Dental insurance and Vision insurance
• Health care and dependent care flexible spending account
• 401(k) retirement savings plan with a company match
• Paid time off (PTO) begins accruing immediately upon start date at a rate of 15 days per year, in accordance with Sound's PTO policy
• Ten company-paid holidays per year

About the role:

The Appointment Coordinator is responsible for daily oversight of administrative responsibility for the programs at risk for the PCP appointment scheduling metric. They will be an active member of the VBC Central team. The Appointment Coordinator will have a visible presence and involvement with the VBC Central team (including VBCVPs and VBCMDs), multiple Hospital Medicine team members (Hospitalist Coordinators and Regional leaders) and VBH team members (Providers, Office Staff and Regional leaders). This position will report to the VBC Director of Operations for the Gold Rush region. The Appointment Coordinator will work closely with the VBC Director of Operations to ensure optimal performance and efficiency of the PCP appointment scheduling program, and is responsible for contributing to improved workflow processes, communications, and standards, as well as team initiatives for operational, financial, and clinical performance.

Essential Duties and Responsibilities:

• In accordance with the discharge plan established by the hospitalist, the appointment coordinator contacts primary care providers to schedule all needed follow up appointments for patients discharged to a home setting. As necessary, communicates appointment times to patient and obtains scheduling time preferences. All PCP appointments are expected to be scheduled.
• Performs follow up on appointments to obtain percentage of appointments kept when metric is part of the contract.
• Maintains a master list that tracks all appointment outreach and successes/barriers.
• Create monthly reporting for senior leadership to share at MORs and QORs as it relates to PCP appointments.
• Establishes and maintains relationships with community physicians to expedite the timely scheduling of patient appointments.
• Enhances the Community Provider relationship through communication of information, removing barriers to the seamless transfer of patients following hospital discharge.
• Responsible for gathering intel on specific PCP offices, time taken to connect and obtaining best POC contact information all to be stored in a master PCP database.
• Drives PCP appointment success by providing direct feedback and recommendations for improvement.
• Be a thought partner for anticipated IT build directly related to PCP appointments.
• Communicate barriers in a timely manner to the VBC Director of Operations and serve as the SME for PCP appointments.
• Applies excellent judgment and communication skills in all patient/physician office interactions.
• Maintains HIPAA knowledge base necessary to appropriately handle confidential patient information.
• Keeps informed of assigned hospital/region’s area resources to provide accurate information to patients.
• Understand site specific workflows as they relate to PCP appointments.
• Maintains healthy relationships with regional onsite teams.

Additional Projects as needed

• Supporting additional VBC related interventions and special projects (ie. HCCs, HQNs, etc) when needed, as assigned by the VBC Director of Operations.

Competencies:

• Communication: The ability to speak, write, and listen clearly and consistently
• Relationship Building and Maintenance: The ability to create and nourish healthy, strong relationships among hospital partners, dyad/triad partners, and Sound team members at all levels (C-Suite, Sound, and Team) Strong executive presence (managing the tone, reading/managing the room). Represents in a professional manner as the face of Sound in a "One Sound" approach.
• Team Work: The ability to pull people together into highly effective teams along with ability to work in a highly matrixed organization
• Critical Thinking: The ability to be proactive; anticipate needs; ability to make good decisions with incomplete, ambiguous information
• Business Development: The ability to anticipate the needs of our internal and external partners and be responsive
• Attention to detail: Ability to multi-task and prioritize workload in a fast-paced environment
• Proficiencies: Microsoft Office Suite, including Word, Excel and Access. Ability to follow direction from leadership, defined guidelines and processes

Personal Attributes:

• Emotional Quotient: The ability to identify and manage one’s own emotions, as well as the emotions of others, using this information to guide one’s thinking and actions
• Learning Agility (Curiosity): Seeks out diverse experiences and apply lessons learned to new challenges
• Self-Starter/Takes Initiative: Independently assesses situations, addresses conflicts and leads action without hesitation
• Passion: Demonstrable enthusiasm for the healthcare industry and driving quality outcomes.

Knowledge:

• Associates degree
• Proficiency with Microsoft Office Suite (i.e. Outlook, Excel, PowerPoint)
• Technology competency with electronic medical record systems, preferred

Experience:

• 1-2 years of administrative support experience
• 1-2 years in customer service
• Hospital or other healthcare experience preferred

Other Details:

• Remote work environment
• No travel required
• Sitting at desk for up to eight hours (w/breaks)
• Working on computer for up to eight hours (w/breaks)

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and is subject to amendment.