PATIENT ENGAGEMENT SPECIALIST

Apicha Community Health Center•New York, NY

18h•$24 - $25•Onsite

About The Position

Apicha Community Health Center is seeking a committed, professional, full-time Patient Engagement Specialist for its Manhattan location. The role uses referrals and CRM tools to improve and increase patient engagement. The ideal candidate is empathetic and friendly, with excellent communication skills. The specialist responds to patient and healthcare-organization referrals, explains Apicha’s services, schedules new-patient intakes and appointments, and directs people to other services as needed. The role also involves outreach to prospective and existing patients, including patients who have fallen out of care, and documenting interactions and scheduling through approved communication equipment and software. The specialist uses established conversation guides and phone, scheduling, and CRM tools to support high-quality service and follow-up.

Requirements

High school diploma or GED required.
Adept at learning and using computer systems.
Proficiency in managing phone conversations while navigating computer tools simultaneously.
Ability to work available shifts between 9:00 a.m. and 7:30 p.m. EST.
Strong written and oral communication skills, including the ability to communicate effectively with patients and employees at all levels.
Strong time-management skills and attention to detail.
Ability to manage situations in a calm and positive manner.

Nice To Haves

College education preferred.
Bilingual in Spanish or Mandarin preferred.
Familiarity with eClinical Works, Salesforce, and Outlook.
Experience in a customer service or sales role preferred.

Responsibilities

Take inbound referrals from websites and calls from patients or healthcare organizations; explain Apicha services, schedule new-patient intakes, and refer people to other services as needed.
Make outbound follow-up calls to prospective or existing patients to discuss Apicha’s services and schedule appointments.
Communicate the services offered by Apicha Community Health Center effectively.
Use phone, scheduling, and CRM tools to manage call-result data and scheduling while providing high-quality customer service.
Use established conversation guides to engage, connect with, and educate callers.
Make the required number of outbound calls and outreach attempts to patients falling out of care.
Respond to callers’ questions using best practices and provide high-quality follow-up to member inbound calls and voicemails.
Use approved communications equipment and software to document patient call interactions and schedule intakes.
Use written, verbal, listening, and interpersonal communication skills to interact with internal and external parties, convey information correctly, manage difficult situations, and represent Apicha favorably.