Patient Engagement Specialist - Bilingual English Spanish

CCS Medical•Washington, MA

46d•Remote

About The Position

Are you looking for a purposeful career that will make a difference in the patient community? At CCS, our approach to at-home patient care is redefining chronic care management. We are seeking individuals that will thrive in a patient-centric dynamic environment. If you are an attentive listener, fast-thinker, and problem-solver, with the ability to relate to different people, you are a match for CCS. The Patient Engagement Specialist - Bilingual English Spanish, serves as the primary point of contact between CCS and our patients, guiding them through onboarding for medical devices and supplies while identifying opportunities to enroll in the LivingConnected program. This role ensures a seamless start to the patient's therapy journey through empathetic, high-quality interactions designed to build confidence, improve adherence, and encourage participation in CCS support programs. The position reports to the Manager, Clinical Services. Work location is flexible. Alaska, California, Colorado, Delaware, Hawaii, Idaho, Maine, Montana, Nevada, New Hampshire, New York, North Dakota, Rhode Island, South Dakota, Vermont, Washington, Wyoming; residents are not eligible.

Requirements

High school diploma or equivalent required.
1-3 years of customer service experience in a healthcare setting preferred.
Excellent verbal communication, organizational, and follow-through skills.
Demonstrated compassion and a genuine desire to support and assist patients.
Exceptional organizational skills and strong attention to detail.
Ability to interpret and follow written, verbal, and diagram-based instructions.
Capable of resolving problems involving multiple variables within standardized procedures.
Flexibility to accommodate varying work schedules, including evening and weekend shifts.
Strong multitasking capabilities and the ability to manage competing priorities.

Nice To Haves

Familiarity with diabetes management, CGMs, or remote monitoring technologies preferred but not mandatory.

Responsibilities

Conduct inbound and outbound calls to engage patients following initial delivery of medical equipment and supplies.
Provide support with the proper use of medical devices and supplies offered by CCS Medical.
Troubleshoot devices or supply issues via telephone and support patients through setup, data transmission, and early-use challenges.
Onboard new patients, answer device-related questions, and identify barriers to product use or adherence.
Schedule patients for ongoing diabetes coaching and education.
Assist pharmacists and CDCES clinicians with patient surveys related to diabetes management.
Educate patients on the reorder process and ensure proper setup for ongoing supply fulfillment.
Screen for and route appropriate cases to Certified Diabetes Care and Education Specialists for advanced clinical support.
Provide support on device functionality, CCS digital tools, mobile app usage, and program benefits.
Accurately document all patient interactions and outcomes in CCS systems in a timely manner.
Coordinate with Clinical Services, Pharmacy, and Operations teams to ensure resolution of patient needs and communication closure.
Maintain strict confidentiality and comply with HIPAA, Medicare, Medicaid, and private insurance regulations.
Maintain predictable and reliable attendance and flexibility to meet departmental needs, including evenings and weekends.
Follow all CCS policies, procedures, and compliance standards.