Patient Engagement Specialist
HarmonyCares•,
•$20 - $25
About The Position
The Patient Engagement Specialist (PES) is responsible for acquiring new patients and supporting HarmonyCares’ patient engagement commitments. The role reaches out to eligible patients to explain services, answer inquiries, gather feedback, and schedule initial appointments. It requires building trust with patients and families, understanding their needs, and coordinating their initial engagement with the clinical team. The specialist provides timely, calm, and professional support to patients and internal team members.
Requirements
- High school diploma.
- Ability to multitask while managing competing priorities.
- Ability to communicate empathetically, compassionately, and professionally.
- Problem-solving ability, including handling complex problems and reaching effective solutions promptly.
- Ability to analyze problems and resolve issues rapidly, directly, and completely.
- Persistence in meeting objectives and pursuing personal development.
- Ability to adapt to new systems and changes and apply guidelines and procedures.
- Excellent communication skills, an uplifting and personable manner, and outstanding phone etiquette.
- Excellent written communication skills, including providing notes, updates, and written communications through computer systems.
- Excellent data-entry skills and the ability to navigate multiple computer screens.
Nice To Haves
- Bachelor’s degree.
- At least one year of experience and success exceeding individual and team goals in inside sales, telephonic sales, fundraising, or a similar position.
- Working knowledge of the healthcare industry.
- Fluency in multiple languages.
Responsibilities
- Conduct outbound calls to eligible patients and facilitate efficient scheduling of initial in-home appointments.
- Provide patients with a detailed explanation of program services.
- Thoroughly and accurately document call notes and scheduling details in the electronic system.
- Expedite emergency clinical calls as needed.
- Process new appointments and changes to existing appointments.
- Document concise and accurate patient and family feedback and special needs so market-based clinicians can provide excellent care.
- Meet and sustain department metrics, including quality scores, acceptance rates, number of patients engaged, and alignment with HarmonyCares core values.
- Show compassion for individual needs, attention to detail, and collaboration with team members.
- Participate professionally in call quality monitoring and continuous improvement.
- Clearly explain services and needs to patients and families using strong communication and social skills.
- Complete ongoing training and coaching programs by their deadlines.
- Work collaboratively and efficiently with corporate and market-based team members to ensure exceptional patient service.
- Perform other duties as assigned.
Benefits
- Health, dental, vision, disability, and life insurance.
- 401(k) retirement plan with company match.
- Tuition, professional license, and certification reimbursement.
- Paid time off, holidays, and volunteer time.
- Paid orientation and training.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
