Job Description

MISSION:
Kheir’s mission is to increase and provide access to culturally and linguistically-sensitive quality primary healthcare and human services support to the underserved and uninsured residents of Southern California.

ASSIGNMENT SUMMARY:
The Director of Patient Resources and Outreach (DPRO) at Kheir Clinic is a key leadership position focused on enhancing patient access to care and fostering community engagement. The DPRO is responsible for developing, implementing, and overseeing programs that enable patients to navigate the healthcare system effectively while driving initiatives that strengthen community relationships and improve health outcomes. In this role, the DPRO will lead the daily operations of the Patient Resources Department, including recruitment, hiring, training, and management of the Health Education & Outreach team. They will establish procedures for identifying and enrolling new patients and will oversee outreach, marketing, public relations, and special events to enhance Kheir Clinic's visibility and services. Additionally, the DPRO will plan and execute health seminars, workshops, and outreach activities to promote patient acquisition and retention. Building and maintaining strategic partnerships with community representatives is essential, as is managing significant projects such as grant implementation and quality improvement initiatives. The DPRO will ensure that policies align with the organization’s objectives and will report directly to the Director of Patient Services.

• Provide strategic direction and oversight for the Health and Enrollment Outreach team, ensuring daily operations are aligned with organizational objectives. Inspire and develop team members through effective hiring, training, and performance management.
• Drive initiatives for new patient acquisition and service promotion through innovative outreach strategies and engaging community events, targeting diverse populations, including children, adolescents, seniors, and pregnant women.
• Collaborate with senior leadership to enhance patient-centered care initiatives and improve health equity.
• Design, implement, and evaluate programs aimed at increasing patient access to healthcare services, including education on available resources and support services.
• Manage the Patient Resources Department, including hiring, training, and supervising staff to ensure high-quality service delivery.
• Act as a liaison between patients and healthcare providers to address concerns and barriers to care.
• Advocate for patient needs and work to implement solutions that enhance patient satisfaction and outcomes.
• Advocate for policies that enhance access to healthcare services for low income and underserved populations.
• Stay informed on changes in healthcare regulations, policies, funding opportunities that impact outreach and enrollment.
• Collect, analyze, and report data on patient demographics, resource utilization, and outreach effectiveness to identify trends and inform strategic decisions.
• Utilize data to assess program outcomes and make recommendations for improvements.
• Ensure compliance with federal, state, and local regulations related to patient resources and outreach initiatives.
• Develop policies and procedures for the department to ensure quality service delivery and best practices.
• Provide training and support to staff and volunteers on best practices for patient engagement and resource navigation.
• Develop educational materials and resources for patients and the community to enhance understanding of available services.
• Ensure staff accountability for HR policy compliance and departmental training deliverables, including regular data reporting for performance analysis.
• Supervise departmental operations to ensure adherence to local, state, and federal regulations, maintaining accurate documentation for grant deliverables and compliance with HIPAA and OSHA standards.
• Develop and manage the budget for outreach and enrollment initiatives, ensuring resources are allocated effectively.

Outreach:

• Foster relationships with community organizations, local governments, schools, and other stakeholders to enhance collaboration and support for health initiatives.
• Coordinate and participate in community events, health fairs, and educational workshops to raise awareness about health issues and available services.
• Identify community health needs through assessments, surveys, and focus groups, and develop targeted programs to address these needs.
• Collaborate with clinical staff to ensure that outreach initiatives align with the FQHC’s goals and services.
• Evaluate the effectiveness of outreach programs and make recommendations for improvements.
• Create and disseminate marketing materials, including brochures, flyers, newsletters, and social media content to promote FQHC services and health education.
• Serve as the primary spokesperson for the FQHC in community settings and media interactions.
• Leverage digital platforms and social media to enhance community engagement and outreach efforts. 
• Collect and analyze data related to community outreach activities, service utilization, and health outcomes.
• Prepare reports and presentations for funders, stakeholders, and the FQHC board to demonstrate the impact of outreach efforts.
• Organize annual outreach events in conjunction with External Affairs team and plan/ attend outreach activities at local schools, churches and community partner sites (including occasional weekend events).
• Perform other duties as assigned, with the flexibility to work evenings and weekends as necessary.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in Public Health, Social Work, Healthcare Administration, or a related field, Master’s degree preferred.
• Minimum of 8 years of experience in healthcare, community outreach, or patient advocacy, with at least 5 years in a leadership role.
• Proven and recurring success in directing and managing projects within the expected timeline.
• Understanding of the FQHC model, healthcare policies, and community health issues.
• Experience in program design, implementation, and evaluation.
• Ability to multi-task, prioritize and work under deadlines.
• Strong interpersonal and communication skills, ability to work collaboratively with diverse populations, and proficiency in data analysis and program evaluation.
• Ability to strategize and plan as well as apply and track practical solutions.
• Extensive knowledge and experience with industry-leading quality improvement methods and tools.
• Proficient technology skills: MS Office applications (Excel, Visio, Word, PowerPoint), Outlook, Microsoft Teams, EHR systems.
• Demonstrated ability to work across and lead various groups and teams.
• Korean Bilingual required

Skills & Knowledge:

• Knowledge of standard clinical healthcare practice policies and procedures.
• Experience working on computers and Knowledge of Microsoft Office software products.
• Ability to work with practice management and EHR systems.
• Knowledge of health insurance plans.
• Familiarity with healthcare terminology, procedures, and practice.
• Knowledge of HIPAA regulations.
• Understanding of data warehousing, analytics, and visualization
• Excellent verbal and written communication skills.
• Knowledge of personnel management and labor law as it relates to this position.
• Ability to work independently and to use good judgment.
• Possess empathy towards the needs of others with excellent leadership and coaching skills.
• Actively works to maintain a good working relationship and team approach with peers and co-workers.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:
This is primarily an office position that requires only occasional bending, reaching, stooping, lifting and moving of office materials weighing 25 pounds or less. The position requires daily use of a company provided computer and requires entering, viewing, and revising text and graphics on the computer terminal and on paper. The position requires occasional travel to attend on- and off-site meetings.

The Kheir Clinic is a primary provider of critical in-language healthcare and human services support to the residents of Metro Los Angeles and its neighboring communities. We strive to accommodate underserved residents in the greater Los Angeles area regardless of race, ethnicity, gender, sexual orientation or income.

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