Patient Engagement Specialist

Ophelia

15h • Remote

About The Position

Ophelia is a venture-backed healthcare startup providing FDA-approved medication and clinical care to people with opioid use disorder through a telehealth platform. The Patient Engagement Specialist is the Care Coordination team's first point of contact for patients and helps create a safe, supportive patient experience aligned with Ophelia's Care Model and service offering.

The specialist manages inbound patient communications, assesses urgency, and either resolves requests or triages them to the appropriate team. Support includes scheduling clinical visits, helping improve visit attendance, coordinating UDS, maintaining patient data, troubleshooting technology, and discharging patients. The role requires proficiency with the team's technology platforms and communication channels, compassionate and efficient patient communication, accurate documentation, and support for access to care and patient outcomes. The position reports to the Patient Engagement Lead Care Coordinator.

This role includes weekend coverage. The schedule is either Tuesday to Saturday (Tuesday to Friday, 9:00 AM to 5:00 PM ET; Saturday, 8:30 AM to 4:30 PM ET) or Sunday to Thursday (Sunday, 8:30 AM to 4:30 PM ET; Monday to Thursday, 9:00 AM to 5:00 PM ET).

Requirements

• Experience delivering an outstanding patient experience or customer support.
• Strong organizational skills and attention to detail, including experience maintaining patient records and accuracy in responses.
• Comfort with computer platforms and navigating new systems, with efficiency in technology-related tasks.
• Experience in a high-volume communications environment.
• Ability to take initiative, implement solutions promptly, and complete work efficiently.
• Resilience and adaptability in a frequently changing startup environment.
• Flexibility to work some combination of evenings or weekends and occasional holidays.

Nice To Haves

• Experience delivering patient experience or customer support at a consumer-focused healthcare company.
• Experience working in a high-volume communications environment using a ticketing system or similar tool.

Responsibilities

• Practice active listening, empathy, and solution-focused approaches when engaging with patients who need assistance.
• Prioritize and manage communications across SMS, EMR, phone, meetings, and Slack.
• Provide patient advocacy through emotional support, de-escalation, education, and modeling effective problem-solving.
• Document professionally and accurately across relevant platforms.
• Follow Ophelia's policies and maintain confidentiality, compliance, and ethical standards.
• Work autonomously and collaboratively within established procedures and practices.
• Consistently demonstrate Ophelia's cultural values: champion patients, communicate with kindness, learn and share freely, and get results.
• Manage inbound patient communications, assess urgency, resolve requests, or triage them to the appropriate team.
• Support patients with clinical visit scheduling and attendance, UDS coordination, patient data maintenance, technology troubleshooting, and discharge.

Benefits

• Competitive medical, vision, and health insurance; many plans are fully covered for the employee.
• 20 days of PTO initially, increasing to 5 weeks after 2 years and 6 weeks after 5 years of tenure.
• 10 company holidays.
• Work-from-home stipend.
• 401(k) contribution platform.
• Additional benefits through the benefits provider, including life insurance, short- and long-term disability, financial wellness, and virtual primary care.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed