Patient Engagement Specialist

EyeSouth Partners•Atlanta, GA

About The Position

Responsible for driving adoption and performance of our patient engagement technology systems across clinical practices and affiliate locations. The role partners with clinic managers, providers, front-office teams, IT, and marketing to implement and optimize workflows that increase online scheduling utilization, telehealth adoption, secure messaging effectiveness, and appointment adherence. Success is measured through actionable KPIs, structured reporting, and on-site enablement that removes barriers and standardizes best practices.

Requirements

Bachelor’s degree in Health Administration, Informatics, Marketing, or related field; Master’s preferred.
3–5+ years in clinical operations, patient experience, digital health, or health IT enablement.
Hands-on experience with Patient Engagement (SolutionReach/Promptly/Vital Interactions or other) systems and EHRs (Nextech/ModMed), online scheduling, telehealth, SMS/IVR.
Strong data literacy: building dashboards (Power BI/Micro Strategy), interpreting KPIs, performing basic cohort analysis.
Excellent training, facilitation, communication and relationship-building skills, with a demonstrated ability to work across teams and departments; comfortable with frequent travel to clinical sites.
Knowledge of HIPAA, privacy, and security best practices.
Skilled in managing multiple projects and meeting deadlines.
Evaluate AI opportunities to drive efficiencies.

Nice To Haves

CRM/marketing automation (Microsoft Dynamics, Salesforce Health Cloud), marketing attribution basics.
Experience with RPM, care pathways, or population health tools.
Scripting and change management: staff scripts, behavioral nudges, and adoption playbooks

Responsibilities

Technology Enablement & Workflow Optimization
Configure and optimize patient-facing tools (e.g., online scheduling, telehealth, appointment reminders, etc.).
Map end-to-end workflows (from appointment creation to post-visit follow-up) to ensure frictionless patient journeys.
Collaborate with EHR analysts (Nextech/ModMed), CRM/marketing teams (Dynamics, Salesforce Health Cloud), and revenue cycle to align template logic, eligibility checks, and reminder cadence.
Conduct usability testing and A/B experiments on patient communications (SMS/email copy, timing, CTA placement).
Configure and implement high-value clinical communications through patient engagement channels, ensuring accurate setup based on pre-determined content and cadence provided by clinical and marketing teams. This includes:
Applying required templates, workflows, and technical configurations for SMS and email systems.
Verifying that all communications (e.g., pre-visit instructions, post-surgical care guidance, and other critical messages) are deployed correctly and function as intended.
Performing quality checks to confirm timing, delivery, and accessibility across devices and languages.
Troubleshooting and resolving any issues that prevent successful delivery or patient engagement.
Training & On-Site Affiliate Support (Travel)
Travel to affiliates to coach front-desk and care teams on best practices for portal enrollment, secure messaging triage, and telehealth setup.
Deliver role-based training (scripts for staff, patient handouts, quick-start guides) and conduct floor walks.
Identify local constraints (network, devices, language, literacy) and deploy tailored remediation plans.
Performance Management & Reporting
Build and maintain dashboards tracking adoption and performance, including:
Online scheduling utilization and conversion
Telehealth no-show/cancellation rates and completion
Secure messaging volumes, response SLAs, and escalation routing
Reminder effectiveness: confirmation rate, reduction in no-shows
NPS/CSAT, online reputation metrics, and patient feedback themes
Produce monthly/quarterly reports with trend analysis, affiliate comparison, variance drivers, and recommended actions.
Present results to leadership; create playbooks based on high-performing sites.
Change Management & Stakeholder Engagement
Facilitate adoption plans: readiness checks, pilot cohorts, rollout timelines, champions network, and reinforcement.
Maintain communication cadences (huddles, office hours) and a self-serve enablement library.
Partner with compliance and security to ensure HIPAA-aligned practices for PHI across tools and communications.
Continuous Improvement & Patient-Centered Design
Analyze patient feedback, call-center transcripts, and support tickets to surface journey pain points.
Lead root-cause analyses for low adoption (e.g., staff scripts, device access, cultural/language barriers, UI issues).
Coordinate with IT/vendors to resolve defects and enhance interoperability (e.g., single sign-on, deep links, mobile app flows).