Patient Engagement Coordinator - Contractor
About The Position
Protocol Behavioral Health's mission is to improve cancer care by providing specialized behavioral health and supportive care integrated within oncology treatment teams. They aim to ensure patients' emotional needs are met alongside their physical treatment by partnering with oncology clinics and using a collaborative care model. This approach allows patients to receive earlier and more consistent support, while providers gain a partner for mental health care. The company is a fast-growing, early-stage organization founded by experienced healthcare operators and executives focused on making specialized behavioral health a standard in cancer care. The Patient Engagement Coordinator is the primary point of contact for patients referred to the program. This role is responsible for converting referrals into actual care by guiding patients from referral to their first intake. This involves answering questions, building trust, explaining consent, and scheduling them with a Behavioral Health Care Manager. The role also requires re-engaging patients who cancel, miss appointments, or drift away from the program, understanding the reasons for disengagement, and helping them return to care. The position emphasizes ownership of outcomes, specifically the conversion of referrals to completed intakes and the re-engagement of patients, ensuring they receive necessary care.
Requirements
- Experience in a phone-based customer service, call center, sales development, or patient-facing healthcare coordination role
- Comfortable being held to conversion and pipeline targets, not just call counts
- Strong communicator who can educate, build trust, and overcome objections without being pushy
- Organized and detail-oriented — able to manage a live pipeline of referrals and a separate re-engagement queue simultaneously
- Empathetic and patient, especially with patients who are confused, frustrated, or hesitant
- Comfortable with CRM/EHR systems and documenting consent accurately
Nice To Haves
- Healthcare, medical sales, or patient enrollment experience a plus
- Bilingual (Spanish) a plus
Responsibilities
- Own the patient conversion funnel, ensuring referrals are contacted within our SLAs to ensure timely access to care
- Lead omnichannel outreach to new patient referrals, initiating contact across phone and text to introduce Protocol’s program, explain how it works, and answer patient questions to ensure patients feel supported and informed
- Handle common objections and hesitations with empathy and confidence
- Walk patients through informed consent and ensure documentation is completed accurately
- Schedule patients for their intake session and confirm attendance, handling reminders and reschedules as needed
- Work a recurring list of unengaged patients — cancellations, no-shows, and program drop-offs — to understand what got in the way and bring them back into care
- Re-educate and re-motivate disengaged patients on the value of the program, re-scheduling and re-consenting as needed
- Track outreach activity and outcomes in the CRM/EHR, and report on key metrics: referral-to-outreach time, outreach-to-scheduled-intake time, referral-to-scheduled-intake conversion rate, and completed intakes
- Partner with the Clinical & Operations teams to hand off scheduled patients cleanly and surface recurring friction points that could improve messaging or process
Benefits
- potential to a full-time opportunity
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
