Patient Engagement Specialist (CareSync Coordinator)

Geode Health

1d•$20 - $21•Remote

About The Position

The Patient Engagement Specialist, also called a CareSync Coordinator, works in Geode Health’s Patient Support Center – CareSync. This remote, full-time, hourly, non-exempt position supports patient access and acquisition by contacting people who have been referred or expressed interest in care and helping them schedule an initial visit. The role is primarily outbound, with occasional support for new-patient inbound calls based on volume or assignment. The specialist processes referrals, conducts timely and persistent outreach, helps match patients with appropriate providers, and provides responsive support to referring provider offices. The role also involves confirming patient and insurance information, tracking referrals, explaining what to expect at the first visit, documenting interactions, and protecting patient privacy. Success is measured against individual and team goals for outreach timeliness, contact rate, conversion, quality, and documentation. The schedule is Monday through Friday, 7:00 a.m.–6:00 p.m. CT, with flexibility to support new-patient inbound coverage as needed. Geode Health is a national provider of outpatient mental health services focused on making mental healthcare more accessible, affordable, and effective. The Patient Support Center is often a patient’s first human connection with the organization. The role suits an empathetic, organized, goal-oriented communicator who is comfortable with outbound calls, coaching, changing workflows, and helping patients take the next step in care.

Requirements

1–3+ years in a customer-facing, phone-based, or hospitality role.
Comfort working in a goal-oriented, quality-focused environment.
Strong computer skills and ability to navigate multiple systems while maintaining a warm, focused conversation with a patient.
A quiet, professional remote workspace and reliable connectivity.
Ability to work the stated Monday–Friday schedule and flex to support new-patient inbound coverage as needed.

Nice To Haves

Experience in a medical office, mental health, referral coordination, outbound calling, or sales/conversion.
Familiarity with insurance plans and benefits, or the ability to learn them quickly.
Associate’s or bachelor’s degree preferred.

Responsibilities

Proactively call referred patients and new-patient leads, making first contact the same or next business day and following the outreach cadence until the patient is scheduled or the referral is closed.
Convert referrals and leads into scheduled first visits by matching patients to providers using screening questions, insurance, provider preferences, and scheduling tools.
Use empathy, reflective listening, communication frameworks, and sound judgment to help hesitant patients move forward while removing barriers without pressure.
Set clear expectations for the first visit so patients feel informed and prepared to attend.
Meet individual and team targets for speed to first outreach, contact rate, and referral-to-scheduled conversion.
Receive, review, and process referrals from email, fax, phone, and partner channels promptly and accurately.
Confirm patient demographic and insurance information and follow up with patients or referring offices to resolve missing information.
Track each referral from receipt through the first visit so its status is clear to referring partners and internal teams.
Maintain working knowledge of accepted insurance plans.
Serve as a responsive point of contact for referring provider offices, answer questions, and provide timely referral status updates.
Confirm receipt of referrals, share scheduling outcomes, and notify referring providers when another level of care may be a better fit.
Build trusted relationships with partner practices.
Answer new-patient inbound calls during peak volume or when assigned, with a focus on booking the first visit.
Coordinate with the Patient Support Center team to ensure seamless patient and provider handoffs.
Work toward individual and team goals for conversion, outreach timeliness, contact rate, quality, and documentation, using feedback and performance insights to improve.
Participate in call auditing and coaching and apply feedback consistently.
Document each outreach attempt and interaction accurately, including relevant context and a clear next step.
Create a calm, personalized patient experience that supports confidence in taking the next step in care.
Maintain strict confidentiality and comply with HIPAA and other privacy requirements.
Adapt to changing workflows, volumes, and schedules while supporting the broader team.

Benefits

Competitive compensation
Flexible schedule
In-person and virtual patient visits
Comprehensive administrative support, including front office, accounting, finance, payroll, and HR
Professional development opportunities
Clinical community, support, and leadership
Medical, dental, and vision benefits
Life insurance
Short- and long-term disability
Paid vacation and holidays
Matching 401(k) plan
State-of-the-art technology