Patient Engagement Specialist

Upperline Health•Nashville, TN

1d•Remote

About The Position

Upperline Health is the nation’s largest provider group dedicated to lower extremity, wound and vascular care. Founded in 2017 with the ambitious goal of transforming specialty care, Upperline Health is a pioneer in bringing value-based care models into specialty care. Upperline delivers a more efficient path for patients to receive consistent and effective treatment for chronic illnesses. Triage is temporary. Treatment is transformative. Upperline Health providers coordinate patients’ care among a team of specialists – physicians, advanced practice providers, care navigators, pharmacists, dieticians, and social workers for integrated treatment that addresses patients’ immediate and long-term health needs. We put patients at the center of value-based care. This position is available to remote candidates who currently reside in the following states: AL, AZ, FL, GA, IL, IN, KY, MI, OH, SC, NV, PA, TX, TN. About the Patient Engagement Specialist Role Upperline Health is looking for a Patient Engagement Specialist who is responsible for reaching out to our at-risk patient population and enrolling them with Upperline's care services. This role focuses on reaching out to patients, with some occasional inbound call engagement, based on their clinical risk factors to explain Upperline's services, addressing a variety of questions, gathering feedback, and scheduling the initial clinic visit. The Patient Engagement Specialist will work to develop a deep level of trust for patients by understanding their needs and engaging the patient on how Upperline can best support them.

Requirements

Minimum 3+ years' experience in a healthcare, patient-facing position with proven track record of success in healthcare related direct to patient engagement, sales, and/or marketing
Exceptional communication skills with an uplifting and personable manner and outstanding phone etiquette
Excellent written communication skills with success in providing notes, updates, and written communications via computer systems
Strong technology skills and understanding of Excel and other EHR/EMR platforms
Ability to problem solve with demonstrated capacity to embrace complex problems and arrive at effective solutions in a timely manner
Basic understanding of medical appointment scheduling
Excellent data-entry skills and proven ability to navigate multiple computer screens
Ability to multi-task when given competing priorities
Demonstrated passion for providing an exemplary patient experience

Nice To Haves

Bachelor’s degree is healthcare related field strongly preferred

Responsibilities

Responsible for the management of patient engagement outcomes for assigned patients, including independent ownership of patient conversion targets, fiscal determination of investment needed by patient, and ultimate return on investment for assigned patients.
Achieve and sustain expected metrics set by department leadership to include, but not limited to: Quality Scores, Acceptance Rates, Outreach Volume.
Independently foster relationships with patients and caregivers via telephone by demonstrating compassion for individual needs, attention to detail, and collaborating with other team members.
Educate patients and/or their representatives about the benefits of Upperline Health’s wrap-around healthcare services.
Schedule medical appointments with multiple providers across multiple locations and time zones, and support referrals to other care team members.
Document accurate and concise information from patient and family interactions to enable and ensure successful hand-offs to other care team members.
Maintain a high level of professionalism and continuous improvement when engaging in ongoing quality monitoring processes.
Demonstrate short and long-term persistence in meeting objectives and personal development.
Maintain the highest levels of patient confidentiality.