Patient Engagement Specialist

PRIORITY ONDEMAND•Phoenix, AZ

About The Position

OnDemand Visit, a subsidiary of Priority OnDemand, goes beyond 9-1-1or non-emergent ambulance response to deliver proactive, in-home and virtual healthcare for high-risk, high-utilizing patients. Embedded in Emergency Medical Services (EMS) operations, we meet patients the moment care is needed—in urban and rural communities—and stay connected through recovery to improve outcomes, close quality and SDOH gaps, and reduce avoidable costs. Patient Engagement Specialists play a key role in outreach, education, and visit scheduling that keeps patients connected to the right care at the right time. We are seeking motivated, compassionate, and goal-oriented Patient Engagement Specialists to join our growing team and conduct outbound and inbound outreach to members/patients. You’ll contact: Patients who recently interacted with EMS/ambulance services for non-emergent needs Individuals identified by health plans or flagged by population-health data (e.g. high risk, high utilizers, recent discharges) Members/patients who may benefit from follow-up to prevent avoidable ER use This role directly supports ODV’s three programs: Pathways—Treat-in-place/9-1-1 diversion CareLINC—Stabilization for high-utilizers Guide—Transitions of care You’ll be responsible for educating members/patients, overcoming hesitation, and scheduling timely visits with our clinical teams. You’ll also recognize when to loop in care coordinators, social workers, or community health workers (CHWs) for additional support and SDOH needs. You need to bring a strong customer service mindset, meeting patients with empathy, clarity, and follow-through on every interaction.

Requirements

High school diploma or equivalent required; Associate's or Bachelor's degree in a healthcare-related field preferred
1-3 years of experience in call center, patient outreach, or sales (preferably in healthcare)
Customer service background, strong communication, and rapport-building skills
Ability to handle objections and maintain a positive, solution-oriented approach
Proficient with CRM systems, call center software/tools, and Microsoft Office Suite
Sales-minded empathy with a focus on patient engagement
Resilient and solution-oriented; skilled at moving “not now” to “yes”
Patient-centered, clear communication
Strong team player with sound escalation judgment (care coordinators/social workers/CHWs)
Effective multitasking in a fast-paced environment with accurate, real-time documentation

Nice To Haves

Bilingual (English and Spanish) preferred
Basic familiarity with healthcare systems, insurance plans, and medical terminology
Familiarity with healthcare navigation, community resources, and SDOH preferred

Responsibilities

Conduct outbound calls to recently discharged patients, EMS-engaged members, and health plan–referred or population-health–flagged cohorts
Use structured engagement strategies (e.g., objection handling, “3 No’s and a Go,” motivational interviewing techniques) to turn initial hesitation into scheduled visits
Clearly explain benefits, available resources, and how ODV services reduce barriers (transportation, access, health literacy)
Schedule in-home or virtual visits with ODV clinicians; reinforce time-to-first-touch goals (e.g., within 24 hours for TOC when applicable) and close the loop with patients and partners
Escalate and coordinate handoffs to care coordinators, social workers, and community health workers when SDOH or clinical complexity requires additional support
Execute outreach that feeds ODV Pathways, CareLINC, and Guide; help reduce avoidable ER visits, support post-discharge continuity, and improve gap closure
Document interactions accurately in system(s) of record; follow data-privacy and compliance standards
Collaborate with clinicians, care coordination, and partner teams to ensure seamless transitions between telehealth, EMS, and in-person care models
Maintain strong understanding of ODV services, contracted health-plan programs, member benefits, and local resources
Meet or exceed targets for contact rate, conversion/scheduled rate, attendance/visit completion, and gap-closure contribution