Patient Engagement Specialist / Community Health Worker

PRIORITY ONDEMAND•Phoenix, AZ

10d•Hybrid

About The Position

OnDemand Visit, a subsidiary of Priority OnDemand, goes beyond 9-1-1 or non-emergent ambulance response to deliver proactive, in-home and virtual healthcare for high-risk, high-utilizing patients. Embedded in Emergency Medical Services (EMS) operations, we meet patients the moment care is needed - in urban and rural communities - and stay connected through recovery to improve outcomes, close quality and SDOH gaps, and reduce avoidable costs. This blended Patient Engagement Specialist / Community Health Worker role supports outreach, education, scheduling, follow-up, and resource coordination that keep patients connected to the right care at the right time. We are seeking motivated, compassionate, and goal-oriented team members to serve in a dual Patient Engagement Specialist / Community Health Worker role. This position combines proactive patient outreach and visit scheduling with follow-up care coordination responsibilities after EMS interactions, telehealth visits, hospital discharge, or field-based encounters. While many Patient Engagement Specialist duties are performed remotely, candidates must be local to Maricopa County, Arizona, as this role also requires in-person hospital-based patient engagement as part of the Community Health Worker scope. In this role, you will support patients who: Recently interacted with EMS/ambulance services for non-emergent needs Were identified by health plans or population-health data as high risk, high utilizing, or recently discharged Require follow-up to prevent avoidable ER use, improve stability, and address barriers to care This role directly supports ODV's three programs: Pathways℠ - Treat-in-place / 9-1-1 diversion CareLINC℠ - Stabilization for high utilizers Guide℠ - Transitions of care The ideal candidate can engage patients, overcome hesitation, schedule timely visits, complete follow-up tasks, coordinate resources, and work closely with clinical and operational partners to support continuity of care.

Requirements

High school diploma or equivalent required; Associate's or Bachelor's degree in a healthcare-related field preferred.
Experience in call center operations, patient outreach, care coordination, community health work, or related healthcare support roles preferred.
Must be based in or able to reliably work onsite in Maricopa County, Arizona, for hospital-based patient engagement duties.
Experience supporting patients with chronic conditions, recent discharges, or high-risk populations preferred.
Bilingual (English and Spanish) preferred but not required.
Basic familiarity with healthcare systems, insurance plans, medical terminology, and social determinants of health preferred.
Strong communication, organizational, and rapport-building skills.
Ability to handle objections, prioritize tasks, manage follow-up, and maintain a positive, solution-oriented approach.
Proficiency with CRM systems, call center software/tools, Microsoft Office Suite, and documentation platforms.
Patient-centered communication with empathy and professionalism
Strong follow-through, organization, and caseload management
Ability to build trust, encourage engagement, and move patients to action
Sound judgment regarding escalation and interdisciplinary coordination
Knowledge of healthcare navigation, community resources, and SDOH-related barriers
Ability to multitask in a fast-paced environment with accurate, real-time documentation

Responsibilities

Conduct outbound and inbound calls to patients following EMS interactions, discharge events, telehealth visits, or referral from health-plan and population-health programs.
Use structured engagement strategies, objection handling, and motivational interviewing techniques to encourage participation and convert outreach into completed visits or next steps.
Clearly explain ODV services, benefits, available resources, and how the program helps reduce barriers such as transportation, access, and health literacy.
Conduct follow-up calls after clinical or field visits to assess patient status, reinforce care plans, and support ongoing stability.
Confirm medication pickup, appointment attendance, and completion of assigned next steps.
Identify and address non-clinical barriers, including social determinants of health needs, and coordinate appropriate community resources.
Complete tasks assigned by NPs, EMTs, Social Workers, care coordinators, or program leadership within required timeframes.
Maintain active communication with interdisciplinary team members to ensure smooth handoffs and continuity of care.
Engage patients in person at hospital settings, as needed, to support bedside outreach, program education, discharge follow-up, and connection to appropriate next steps.
Schedule in-home or virtual visits with ODV clinicians and reinforce time-to-first-touch goals, including rapid post-discharge outreach when applicable.
Support outreach and follow-up activities that feed ODV Pathways, CareLINC, and Guide programs and contribute to avoidable ER reduction, stabilization, and gap closure.
Recognize when issues require escalation to clinicians, social workers, or other team members based on urgency, complexity, or scope.
Document all patient interactions, outreach attempts, notes, and task completion accurately in required systems of record and tracking tools.
Manage an active caseload and ensure follow-up tasks are completed within established turnaround times.
Follow data privacy, compliance, and documentation standards at all times.
Maintain strong knowledge of ODV services, contracted health-plan programs, patient benefits, and local/community resources.
Collaborate effectively with clinical, operational, and partner teams to support seamless transitions across EMS, telehealth, and in-person care models.
Meet or exceed performance goals related to outreach productivity, contact rate, scheduling/conversion rate, follow-up completion, visit attendance, and contribution to patient stability and gap closure.