PATIENT ENGAGEMENT SPECIALIST

Apicha Community Health Center•New York, NY

1d•$24 - $25•Onsite

About The Position

Apicha Community Health Center aims to improve community health by providing access to comprehensive primary care, preventive health services, mental health, and supportive services. The center is dedicated to delivering high-quality, culturally competent services that enhance the quality of life. It also advocates for and offers a welcoming environment for underserved and vulnerable populations. The Patient Engagement Specialist (PES) will be the point person for new patient enrollment and re-engagement in care of existing patients; PES will coordinate internal or external referral and will utilize CRM tools, etc. to increase patient engagement and facilitate access.

Requirements

High school diploma/GED required
Adept at learning and using computer systems.
Familiarity with eClinical Works, Sales Force, Outlook.
Proficiency with managing phone conversation and navigating computer tools simultaneously and seamlessly.
Ability to work available shifts between 9:00 a.m. - 7:30 p.m. EST.
Strong written and oral communication skills including ability to communicate effectively with all level of patients and employees.
Strong time management skills and keen eye to detail.
Ability to manage all situations in a calm and positive manner.

Nice To Haves

college education preferred
Bi-lingual (Spanish or Mandarin) preferred.
Experience in customer service or sales role preferred.

Responsibilities

Take inbound referrals (website, calls) from patients or health care organizations, describe Apicha services, schedule new patient intakes and refer to other services as needed.
Make follow-up outbound calls to prospective or existing patients to discuss Apicha’s services and schedule appointments.
Conduct outreach to address care gaps.
Effectively communicate the services offered by Apicha CHC.
Utilize phone, scheduling, and CRM tools to manage call results data and scheduling, ensuring the highest quality customer service in every interaction.
Leverage established conversation guides to engage, connect, and educate callers.
Make the required number of outbound calls/outreach to patients falling out of care.
Apply best practices in responding to callers’ questions and ensure high quality follow-up in responding to member inbound calls & voicemails.
Utilizes approved communications equipment and software to document patient call interactions and schedule intakes.
Practices excellent written, verbal, listening and interpersonal communication skills necessary to effectively interact with all levels of internal and external parties, to convey information correctly, manage difficult situations, and always represent Apicha CHC in the most favorable manner.