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 reach out to eligible members, explain the benefits of our services, and build strong relationships based on empathy and understanding. Your responsibilities will include conducting enrollment surveys, identifying urgent member needs, and providing telephonic support. With your expertise in healthcare client success and exceptional customer service, you will contribute to improving our program and helping individuals lead healthier lives.
Responsibilities
- Reach out to eligible members daily to inform them of Vori Health's services and ways to support them in their musculoskeletal and orthopedic care journey
- Understand patients' needs and demonstrate empathy for individual needs
- Build strong, trusting relationships with members
- 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 identify and escalate any urgent member needs
- Provide inbound telephonic support for members and triage their needs to connect them with Care Teams for clinical support and care coordination
- Complete training and stay up to speed on Vori Health systems, tools, technology, partners, and expectations
- Follow Vori Health Care Team policies and procedures, escalation pathways, communications best practices, and documentation standards
- Participate in coaching and development sessions and apply feedback and best practices to meet quality and productivity goals
- Provide feedback from members and providers to the leadership team to improve Vori Health's offerings
- Perform other projects and duties as assigned
Requirements
- Bilingual (Written and Spoken) in Spanish and English
- 2-5 years' experience in healthcare client success, patient facing or care delivery roles, or highly consultative sales roles
- 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
- A member-first approach and ability to demonstrate empathy
- Expertise and passion in service-oriented roles with persuasive communication skills
- Organized and able to juggle multiple tasks under pressure
- Effective listener and communicator
Benefits
- High performing enrollment advisor position
- Exceeding target in a consultative, sales role
- Experience using Zendesk or 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 juggling multiple tasks 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, including video chatting and electronic health records
- Ability to identify and prioritize member needs and take immediate action
- Remote work environment
- Equal opportunity employer, welcoming applicants from all backgrounds
- Authorization to work for any employer in the US or Canada