Patient Engagement Specialist (Bilingual)
Vori Health
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Posted:
August 17, 2023
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Remote
About the position
As a Bilingual Spanish/English Patient Engagement Specialist at Vori Health, you will play a crucial role in informing and enrolling new patients into our musculoskeletal and orthopedic care program. Working closely with various teams, you will engage with potential members, explaining the benefits of our services and assisting them in their care journey. Your responsibilities will include conducting outbound phone conversations, obtaining consent, and identifying urgent member needs. By building strong relationships and providing exceptional customer experiences, you will contribute to improving our program and supporting our mission to empower individuals to lead healthier lives.
Responsibilities
- Reach out to eligible members daily to inform them about Vori Health's services and support in musculoskeletal and orthopedic care journey
- Understand patients' needs and demonstrate empathy
- Build strong relationships with members based on listening and empathy
- Explain the benefits of Vori Health's program and services to members and enroll them in the program
- Obtain consent from members, conduct enrollment surveys, and escalate urgent member needs
- Complete training on Vori Health systems, tools, and expectations
- Follow Vori Health Care Team policies, procedures, and communication best practices
- Provide inbound telephonic support for members and triage their needs to connect them with Care Teams
- Participate in coaching and development sessions to meet quality and productivity goals
- Provide feedback and communicate members' and providers' feedback to the leadership team
- Perform other assigned projects and duties
- Bilingual proficiency in Spanish and English
- 2-5 years of experience in healthcare client success, enrollment advising, or sales roles
- Experience using customer management platforms like Zendesk
- Proficiency in Microsoft Office Suite, specifically Excel
- Knowledge of best-in-class customer service practices
- Proven record of providing exceptional customer experiences
- Strong ability to demonstrate empathy, build relationships, and present program convincingly in phone calls
- Expertise and passion for service-oriented roles requiring persuasive communication skills
- Organizational skills in managing multiple tasks and working under pressure without sacrificing communication and documentation quality
Requirements
- Bilingual (Written and Spoken) in Spanish and English
- 2-5 years' experience in a healthcare client success role, patient care technician role, or a high-performing enrollment advisor role
- Experience using Zendesk or a similar customer management platform
- Proficient in Microsoft Office Suite, specifically Excel
- Knowledge of best-in-class customer service practices
- Proven record of accomplishment in providing exceptional customer experiences
- Strong ability to demonstrate empathy and build relationships with patients
- Excellent communication and persuasive skills
- Highly organized and able to juggle multiple tasks
- Effective listener and collaborator
Benefits
- High performing enrollment advisor position
- Exceeding target in a highly consultative, sales role
- Experience using Zendesk or a similar customer management platform
- Proficient in Microsoft Office Suite, specifically Excel
- Knowledge of best-in-class customer service practices
- Proven record of accomplishment in providing exceptional customer experiences
- Member-first approach, assisting people and their families during challenging seasons
- Expertise and passion in service-oriented roles with persuasive communication skills
- Organized and skilled in multitasking and working under pressure
- Effective listener and communicator, building rapport with members and colleagues
- Comfort with ambiguity and adaptability in fast-paced environments
- Desire to navigate new technologies and learn new technology
- Ability to identify priorities and take action to address urgent needs
- Remote work environment
- Equal opportunity employer
- Applicants must be authorized to work for any employer in the US or Canada