Program: Quality Management
Department: Health Services
Reports to: Manager, Quality Improvement
Status: 100% Full-Time, Non-Exempt
Probation: 90 Days
Benefits: Medical, Dental, Vision, Life Insurance, Long Term Disability, Employee Assistance Program, and a 403B retirement plan.
CENTER'S MISSION: Building a world where LGBT people thrive as healthy, equal, and complete members of society.
DEPARTMENT SUMMARY: The Los Angeles LGBT Center’s Jeffrey Goodman Special Care Clinic is a Federally Qualified Health Center providing comprehensive, affirming healthcare tailored to the needs of LGBTQ+ people and individuals living with HIV. The clinic combines medical expertise with culturally responsive care, ensuring patients receive high-quality services grounded in dignity, respect, and community connection.
Providers specialize in LGBTQ+-centered primary care, HIV treatment and prevention, STI testing, and genderaffirming care. The clinic’s HIV team is nationally recognized for its compassionate and evidence-based approach to treatment. Gender-affirming services support transgender and nonbinary patients through individualized care plans designed to promote safety and confidence. The Audre Lorde Health Program offers a radical, inclusive medical home for individuals who identify as women or girls on their journeys, centering lesbian, bisexual, trans, and queer communities.
The Center welcomes all patients regardless of ability to pay and accepts a wide range of insurance plans. Its inhouse pharmacy further supports continuity of care while contributing to the sustainability of the Center’s broader life-saving programs.
JOB SUMMARY: The Quality Outreach Specialist plays a critical role in supporting population health and clinical quality performance by conducting patient outreach and closing care gaps. The role addresses limited outreach capacity by ensuring registries and gap lists are actively worked, preventive and follow-up care is scheduled, and quality measures tied to HEDIS, UDS, MCAS, and value-based incentives are completed.
ESSENTIAL FUNCTIONS
Patient Outreach & Care Gap Closure
- Conduct proactive outreach to patients overdue for preventive screenings, chronic care visits, or quality-related follow-up with respect and cultural responsiveness.
- Engage patients to understand barriers to care and support re-connection to services.
- Perform reminder calls and no-show outreach to reduce missed care opportunities and improve visit completion.
- Reach patients across approved channels including phone, text, and patient portal messaging, utilizing interpreter and translation services as needed.
Scheduling & Care Coordination
- Schedule preventive screenings and follow-up appointments based on identified care gaps and established protocols.
- Coordinate scheduling logistics with clinic teams to ensure appropriate visit type, timing, and necessary pre-visit steps.
- Support appointment readiness by confirming patient availability and reinforcing next steps.
- Administer structured patient surveys and brief interviews to collect care barriers.
Registry / Gap List Management & Quality Measure Support
- Work registries, outreach lists, and gap reports to actively pursue targeted patients and track outcomes.
- Prioritize outreach efforts based on guidance tied to quality measures and reporting requirements (e.g., HEDIS, UDS, MCAS, value-based incentives).
- Support outreach campaigns and patient engagement initiatives designed to close measure-specific gaps.
Documentation, Tracking & Escalation
- Document outreach attempts, patient responses, barriers, and outcomes within established workflows and protocols.
- Make day-to-day operational decisions within guidance including follow-up timing, appropriate next steps, and escalation triggers.
- Identify barriers requiring escalation and coordinate with the Quality Manager and/or care team when clinical input or operational intervention is needed.
- Escalate clinical questions or issues requiring clinical judgment to appropriate licensed staff/care team per protocol.
- Ensure outreach databases and tracking tools are accurate, current, and well-maintained according to established guidelines.
NON-ESSENTIAL FUNCTIONS
Perform other duties as assigned
REQUIRED QUALIFICATIONS
- Experience in patient-facing outreach, appointment scheduling, healthcare navigation, medical office operations, or related healthcare support role.
- High school diploma or equivalent.
- Proficiency with common workplace technology including email, calendars, and spreadsheets.
- Ability to learn electronic health record and registry workflows.
- Basic understanding of patient outreach processes and healthcare scheduling protocols.
- Education or equivalent experience in healthcare or public health.
- Experience supporting quality improvement, healthcare operations, project coordination, or performance improvement activities.
- Strong proficiency with electronic health records, reporting tools, spreadsheets, and project tracking systems.
PREFERRED QUALIFICATIONS
- Experience supporting population health, quality improvement, care gap closure, or preventive care outreach.
- Familiarity with healthcare quality measures and reporting concepts such as HEDIS, UDS, MCAS, and value-based care incentives.
- Experience working registry or outreach lists and participating in outreach campaigns.
- Associate degree or higher in a related field.
- Spanish language proficiency.
PHYSICAL REQUIREMENTS
Prolonged sitting and computer use for outreach, scheduling, and documentation. Frequent communication via phone and electronic messaging. Use of interpreter and translation services as needed. Minimal physical movement required.
WORK ENVIRONMENT / SCHEDULING REQUIREMENTS
Office environment within a healthcare clinic setting. Interaction with patients and clinical teams. Exposure to a fast-paced, culturally diverse environment. Confidentiality and sensitivity in patient communications. Use of electronic health records and outreach systems. Standard full-time Monday through Friday schedule within Health Services business hours. Occasional schedule flexibility may be required to support audits, regulatory reviews, quality initiatives, meetings, or project deadlines. Non-exempt role.
The Los Angeles LGBT Center is an Equal Opportunity Employer and is committed to fostering diversity within its staff. Applications are encouraged from all persons regardless of their race, color, ancestry, national origin, sexual orientation, gender identity and expression, sex, pregnancy, childbirth and related medical conditions, religion, disability, age, military or veteran status, including status as a victim of domestic violence, assault or stalking, genetic information (including family medical history), political affiliation or activities, medical or health conditions, or marital status.
The Center has implemented a mandatory COVID-19 vaccination policy as a condition of employment for all employees who work on the Center’s premises, subject to applicable federal, state, and local laws. For more information, please contact [email protected]
