Health Coach, Enrollment (Bilingual / Multilingual)

Scene Health•Baltimore, MD

13d•Remote

About The Position

As an Enrollment Health Coach, you will be responsible for high-volume outbound outreach to eligible program participants and enrolling patients into a high-touch health program supporting their medication adherence and lifestyle changes. This role is key to introducing Scene services to potential patient members for enrollment. The health coach must excel at connecting with the patient via phone and discovering what patients need through outbound communication . Once patient needs are identified, we rely on the Enrollment Health Coach to guide and direct patients into our services ecosystem. Your role is crucial in establishing trust, motivating patients to commit to their health goals, and ensuring they feel supported every step of the way. You will communicate with patients via phone calls, SMS, and video check-ins to help them overcome barriers and stay engaged in their care.

Requirements

3+ years of experience in health education, patient engagement, or a related healthcare role
Background in health coaching, public health, or community health work
Strong interpersonal skills with the ability to engage in warm, empathetic conversations
Excellent verbal and written communication skills
Experience conducting outreach via phone, SMS, and video communication
Ability to explain complex health concepts in a simple, motivating way
Proficiency with database systems and mobile applications
Bilingual or Multilingual (Spanish or other languages)
Weekend availability

Nice To Haves

Certification as a health coach, medical assistant, community health worker, pharmacy technician, or similar healthcare role
Experience working directly with individuals who are ensured by Medicaid
Experience in a sales, patient conversion, or call center environment
Familiarity with CRM software (e.g., Salesforce)

Responsibilities

Communicate with patient prospects via phone call, text, and e-mail to introduce them to Scene services for easy enrollment. This role supports both inbound and outbound support but primarily focuses on outbound calling and texting.
Leverage best-practice listening skills to hear what the patient is saying, both spoken and unspoken, to identify which programs and existing services match their insurance benefits and health needs. Candidates must have a mastery of hearing and offering empathy as to offer a supportive and comforting engagement with Scene, handling frustrations and escalated patient calls effectively when necessary.
Guide patients through the enrollment process using a balance of motivational support and technical acumen, framing the experience as positive and easy to understand.
Accurately manage information while maintaining patient demographics within the Salesforce system.
Effectively overcome patient objections, questions, and/or technical barriers to ensure a seamless onboarding process, pivoting the conversation as needed
Assist patients with technical setup, including app downloads and troubleshooting, to ensure seamless program participation.
Connect patients to the health system and existing health resources via multiple modalities, including their primary care providers, lab services, pharmacies, and health plan benefits
Maintain accurate and detailed records of patient interactions, enrollment status, and follow-ups.
Assist patients with Scene’s Spotlight app usage, including download and set-up, and guidance on using the app for Health Coach support from our Patient Solutions team (for example: profile creation and video testing).
Build performance goals with Scene management and leverage time management and critical thinking skills to achieve and surpass them whenever possible.
Embrace change as our services and processes evolve to efficiently meet patients' needs.
Provide feedback on patient challenges and recommend process improvements to enhance program effectiveness.
Establish strong relationships with patients and the Care Team, which includes nurses, pharmacists, and managers.
All other duties as assigned.