- Conduct warm, empathetic outreach to cancer patients referred by their oncologists.
- Explain behavioral health services and the Collaborative Care Model, addressing prospective members’ questions and concerns.
- Support members from their first interaction through onboarding and document interactions in the EHR.
- Own day-to-day management of the Patient Relationship Management platform, currently Tellescope.
- Design, configure, test, and deploy PRM workflow and automation updates for outreach, enrollment, onboarding, and early engagement.
- Maintain documentation, quality assurance processes, and change management standards for PRM updates.
- Manage daily outreach prioritization, onboarding coordination, and rescheduling.
- Coordinate with clinical teams on handoffs and care matching, and partner with oncology practices on referral patterns and engagement strategies.
- Collect and share feedback to improve outreach scripts, onboarding materials, and processes.
- Develop documentation, SOPs, and playbooks to support consistent operations.