Patient Engagement Specialist

CloseKnit•Rockville, MD

About The Position

The Patient Engagement Specialist serves as a key point of contact between CloseKnit and its patients, supporting scheduling, care coordination, general inquiries, outreach, and navigation of healthcare services. The role provides a professional, compassionate, and efficient patient experience and requires strong customer service, organization, attention to detail, communication skills, and the ability to manage multiple priorities while protecting patient confidentiality. The schedule is Monday through Friday, with one of the following shifts: 7:00 AM–3:30 PM, 7:30 AM–4:00 PM, 8:00 AM–4:30 PM, or 8:30 AM–5:00 PM. The position may operate remotely, in a centralized environment, or in an office, depending on departmental needs. It involves regular computer and telephone use, and may require extended periods of sitting and working across multiple electronic systems. Remote employees must maintain a professional workspace, reliable high-speed internet, and an environment suitable for confidential patient communication.

Requirements

High school diploma or equivalent required.
1–3 years of experience in a healthcare call center, care navigation, care coordination, or patient-facing role.
Strong verbal and written communication skills with a patient-centered approach.
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Proficiency with electronic medical records (EMR) and standard office software.
Empathy and compassion for diverse patient populations.
Strong problem-solving and critical-thinking skills.
Attention to detail and accuracy in documentation.
Collaborative mindset and ability to work cross-functionally.
Adaptability and willingness to learn new systems and processes.
Commitment to patient confidentiality and ethical standards.

Nice To Haves

Associate or bachelor’s degree in healthcare, public health, or a related field.
Experience in primary care, urgent care, care management, or population health settings.
Bilingual skills.
Knowledge of insurance plans, referrals, and healthcare workflows.

Responsibilities

Serve as a primary point of contact for patients across the care continuum, managing inbound and outbound phone, text, and electronic communications professionally, compassionately, and promptly.
Proactively support appointment scheduling, confirmations, follow-ups, care plan adherence, and continuity of care.
Educate patients on available services, care options, and next steps, ensuring they understand instructions and expectations.
Coordinate appointments, referrals, diagnostic services, and follow-up visits, and address barriers to care.
Support care transitions by reinforcing discharge instructions, care plans, and follow-up actions in collaboration with clinical teams.
Identify patient needs, concerns, and potential clinical red flags, and escalate them appropriately to providers, care managers, or clinical leadership.
Manage high-volume call and message workflows while maintaining service quality, accuracy, and patient satisfaction.
Verify and update patient demographics, insurance information, and eligibility as needed.
Accurately document patient interactions, outreach efforts, and care coordination activities in the EMR and other tracking systems.
Support care management and population health initiatives, including outreach campaigns, quality measures, and patient engagement efforts.
Collaborate with providers, clinical staff, and internal departments to support coordinated, patient-centered care.
Maintain compliance with HIPAA, organizational policies, and regulatory requirements.