Patient Engagement Specialist

Synapse Health • Brentwood, TN

12h • $20 - $23 • Onsite

About The Position

Synapse Health is seeking a motivated, patient-centered outbound communicator to join the Customer Experience department as a Patient Engagement Specialist. This role focuses on driving meaningful connections with new and existing patients through proactive outreach campaigns. The specialist will be responsible for initiatives related to equipment utilization, payment collection, patient portal adoption, and broader engagement efforts. The ideal candidate is energized by patient interaction, passionate about helping patients understand their DME services, and motivated by measurable outcomes like patient adoption, satisfaction, and retention. They should be adept at building trust, communicating with warmth and clarity, and taking ownership of results in a fast-paced, evolving environment. This position is fully onsite in Brentwood, TN.

Requirements

• High school diploma or equivalent required.
• 2+ year of experience in outbound phone-based roles such as inside sales, telephonic patient engagement, customer service, fundraising, or a similar patient- or consumer-facing position with measurable performance goals.
• Demonstrated success meeting or exceeding individual call or engagement metrics.
• Outstanding phone presence and communication skills—warm, uplifting, professional, and persuasive.
• Ability to clearly explain programs and services to patients in a way that is easy to understand and engenders confidence.
• Strong data entry and documentation skills with the ability to navigate multiple computer systems simultaneously.
• Proficiency with Microsoft Office applications and the ability to quickly learn internal systems.
• High attention to detail, strong organizational skills, and the ability to manage competing priorities effectively.
• Demonstrated empathy, compassion, and ability to engage patients with sensitivity during challenging healthcare situations.

Nice To Haves

• Bachelor's degree preferred.
• Working knowledge of the healthcare or durable medical equipment (DME) industry.
• Prior experience in patient engagement, health plan outreach, or care coordination roles.
• Bilingual or multilingual abilities.
• Familiarity with patient portal platforms or healthcare technology tools.

Responsibilities

• Conduct high-volume outbound calls to new patients to introduce services, explain DME program benefits, and ensure a smooth onboarding experience.
• Reach existing patients through targeted ad hoc campaigns, supporting initiatives such as equipment utilization follow-ups, payment and credit card collection, and patient portal adoption.
• Clearly and compellingly explain Synapse Health’s services and programs, tailoring messaging to each patient’s needs and circumstances with empathy and professionalism.
• Build trust with patients during vulnerable moments in their care journey, acting as a knowledgeable and compassionate guide through their DME experience.
• Document all patient interactions, call notes, and outcomes accurately and thoroughly within internal systems and tracking tools.
• Meet or exceed individual and team performance goals, including outbound call volume, patient engagement rates, portal adoption metrics, payment collection, and quality scores.
• Identify and escalate patient barriers to care or complex service issues, routing to appropriate team members when needed.
• Participate in ongoing coaching, call quality monitoring, and training programs to continuously improve skills and performance.
• Collaborate effectively with Customer Experience team members and cross-functional partners to ensure patients receive seamless, high-quality support.
• Maintain strict confidentiality of patient health information and consistently adhere to HIPAA and organizational privacy standards.
• Contribute to continuous improvement efforts by surfacing recurring patient questions, process gaps, or campaign insights.
• Perform additional duties as assigned to support team and organizational objectives.

Benefits

• Professional growth opportunities with compelling career paths
• Healthy work-life balance supported by generous paid time off (PTO)
• Comprehensive benefits package, including medical, dental, vision, STD & LTD insurance for full-time team members
• 401(k) savings plan with employer matching contributions

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED