Patient Engagement Specialist II
About The Position
The Patient Engagement Specialist II supports patient access by handling routine and moderately complex scheduling, call handling, information verification, message routing, and service coordination activities in a centralized or practice-based patient engagement setting. Applies established procedures to resolve common appointment, access, documentation, and patient communication needs across multiple workflows or channels. Supports timely patient service by interpreting scheduling rules, routing requirements, and service standards within approved operating procedures. The Patient Engagement Specialist II works under moderate supervision on routine and moderately complex assignments. Decisions require selection from established procedures and impact own work products, team workflow, and patient service outcomes. Applies working knowledge of patient engagement processes, scheduling standards, electronic medical record documentation, call handling expectations, and escalation pathways to complete assignments with periodic guidance.
Requirements
- High school diploma or GED required; 1-2 years of patient engagement, patient access, call center, healthcare scheduling, or healthcare administrative support experience.
- Working knowledge of appointment scheduling, insurance verification, patient communication, care team message routing, and electronic medical record documentation.
- Experience using scheduling systems, electronic medical records, call center platforms, and patient communication tools.
- Ability to interpret established procedures and resolve routine or moderately complex patient access issues.
- Strong communication, organization, accuracy, and service recovery skills.
- Ability to manage confidential information and follow HIPAA, privacy, and information security requirements.
Responsibilities
- Manage incoming phone-based and electronic patient communications, including scheduling requests, appointment changes, general inquiries, and care access needs.
- Apply provider template rules, visit type requirements, payer or referral considerations, and site-specific standards to schedule accurately.
- Verify and update patient demographics, insurance information, contact preferences, and required appointment documentation.
- Route clinical messages, prescription requests, symptom concerns, and non-routine patient questions to the appropriate care team or licensed clinical staff.
- Resolve routine scheduling barriers, access issues, duplicate requests, and incomplete information by using established workflows and available system resources.
- Support defined patient engagement projects, including appointment backlog cleanup, outreach list completion, access improvement tasks, and data correction activities.
- Identify recurring call drivers, documentation gaps, or workflow barriers and escalate patterns to more experienced staff or leadership.
Benefits
- Health, Dental, and Vision Insurance
- 401(K) Retirement Plan with Matching
- Employer-Paid Life Insurance Short & Long-Term Disability
- Paid Time Off, Floating Holidays, and Paid Major Holidays
- Employee Assistance Program (EAP)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
