Patient Engagement Specialist
About The Position
The Patient Engagement Specialist supports clinic-first, community-based patient engagement initiatives that drive new patient acquisition, strengthen retention, and enhance the overall patient experience. This role focuses on direct patient interaction, lead follow-up, appointment conversion, and coordination of patient-facing communications tied to outreach events, broker referrals, and clinic activities. Working under the direction of the Associate Director of Clinical Operations, the Patient Engagement Specialist is responsible for executing engagement workflows that ensure timely, professional, and effective communication with prospective and existing patients. This includes supporting clinic tours, managing outreach-generated leads, coordinating appointments, and ensuring a positive and seamless patient journey from initial contact through first visit and ongoing engagement.
Requirements
- High school diploma or equivalent required.
- Minimum of 1-3 years of experience in patient engagement, customer service, healthcare coordination, or a call center environment.
- Strong interpersonal and communication skills with a patient-centered approach.
- Strong organizational skills with the ability to manage multiple priorities, projects, and deadlines in a fast-paced environment.
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and comfort learning new technology platforms and EHR systems.
- Strong attention to detail and ability to maintain accurate documentation and records.
- Ability to analyze basic operational data, identify trends, and escalate issues appropriately.
- Ability to work independently while collaborating effectively with cross-functional teams.
- Sound judgment when handling confidential information and sensitive situations.
- Professional work ethic and commitment to accountability, teamwork, and continuous improvement.
- Comfortable interacting with diverse patient populations in clinic and community settings.
- An authentic passion for improving patient experiences and advancing value-based care.
Nice To Haves
- Associate's or Bachelor's degree in Healthcare Administration, Business, Public Health, Health Sciences, or a related field preferred.
- Experience with CRM systems, scheduling platforms, lead management tools, or related technologies preferred.
Responsibilities
- Execute timely follow-up on patient-generated leads, ensuring adherence to established response timelines and engagement standards.
- Educate prospective patients on clinic services, providers, available resources, and enrollment processes.
- Support conversion of leads into scheduled appointments, clinic tours, and completed first visits.
- Coordinate and support clinic tours, creating a welcoming and informative experience for prospective patients.
- Partner with clinic teams to facilitate seamless scheduling, check-in, and initial patient visit experiences.
- Conduct patient outreach campaigns through phone, text, and email to support engagement, retention, and conversion goals.
- Support the creation, customization, and distribution of patient-facing materials, including brochures, welcome packets, educational resources, and outreach collateral.
- Participate in community outreach events, health fairs, broker events, clinic activations, and other patient engagement activities.
- Support event operations, including patient registration, lead capture, and onsite engagement activities.
- Maintain accurate documentation of patient interactions, outreach activities, appointments, and outcomes within designated systems.
- Monitor lead progression, identify barriers to conversion, and escalate concerns as appropriate.
- Analyze engagement trends and communicate opportunities for operational improvement to leadership.
- Collaborate with Community Engagement Specialists, Broker Engagement Specialists, clinic teams, and operational partners to support coordinated patient engagement efforts.
- Facilitate effective handoffs between outreach, broker, and clinic teams to ensure a consistent patient experience.
- Support health plan initiatives, including Chronic Condition Verification (CCV) documentation and related patient outreach activities.
- Track documentation workflows, identify gaps or delays, and coordinate follow-up activities through completion.
- Participate in team meetings, training programs, process improvement initiatives, and workflow development activities.
- Escalate patient concerns or issues to the appropriate department, ensuring proper resolution and follow-up.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
