Patient Engagement Specialist

Rotech Healthcare Inc.•Orlando, FL

About The Position

Rotech Healthcare Inc. is seeking a Patient Engagement Specialist to convert patient leads for Excite OSA and other Rotech products and services. The specialist serves as the primary point of contact for prospective patients, educating them about treatment options, assessing eligibility, coordinating telehealth evaluations, collecting required documentation, and supporting patients from initial inquiry through equipment setup. The position combines outbound sales, patient engagement, and care coordination, with commission eligibility based on conversion and equipment activation metrics. The role requires communicating with prospective patients and coordinating with telehealth providers, intake and billing teams, and branch personnel. The specialist tracks leads and patient progress in CRM and company systems, meets productivity, conversion, and revenue objectives, and complies with HIPAA, Medicare, payer requirements, and company policies. Duties may change, and other duties may be assigned.

Requirements

High school diploma or GED equivalent.
Strong persuasive communication and telephone sales skills.
Ability to work effectively with patients in a consultative sales environment.
Strong organizational and follow-up skills.
Proficiency with CRM systems and Microsoft Office applications.
Ability to manage a high volume of outbound calls while maintaining quality standards.
Ability to perform simple mathematical calculations accurately.
Effective oral and written communication in English.
Ability to interpret verbal, non-verbal, written, listening, and visual communications.
Ability to maintain confidentiality and use discretion when handling sensitive information.
Ability to multitask with attention to detail.
Self-motivation, organization, time-management, and deductive problem-solving skills.
Ability to work independently and as part of a team.
Ability to lift and carry office equipment at times; sit, walk, stand, talk, and listen; sit at a desk for extensive hours; and use close vision to read small print on a computer or tablet and paperwork for extensive hours.
Employment is contingent on a company-wide background check. A drug screen and healthcare facility credentialing process may apply, as may a valid driver’s license in the state of residence with a clean driving record.

Nice To Haves

Associate's degree.
Two years of telemarketing, inside sales, healthcare sales, call center, patient intake, or customer service experience.
Experience in HME, DME, respiratory care, sleep therapy, healthcare services, telehealth, or insurance verification.
Proven success meeting sales, conversion, or productivity goals.
One year of related work experience.
Strong customer service background.
Knowledge of HIPAA and healthcare privacy requirements.

Responsibilities

Conduct outbound calls to prospective patients from marketing campaigns, physician referrals, website inquiries, and other lead sources.
Educate patients about Excite OSA and other Rotech products, services, and treatment options.
Qualify leads by verifying interest, eligibility, insurance coverage, and other program requirements.
Schedule and coordinate telehealth appointments with qualified patients.
Obtain and document required demographic, clinical, and insurance information.
Maintain communication with patients throughout qualification and onboarding.
Follow up on incomplete applications, missing documentation, and abandoned leads.
Coordinate with telehealth providers, intake teams, billing teams, and branch personnel to support timely patient progression.
Track lead status and maintain accurate information in CRM and company systems.
Meet established productivity, conversion, and revenue objectives.
Comply with HIPAA, Medicare, payer requirements, and company policies.
Assist with additional lead-generation and patient-engagement initiatives as assigned.
Perform other duties as assigned.

Benefits

Generous paid time off and paid holidays.
Overtime pay for non-exempt positions, as applicable.
Commission for Account Executives.
Bonus and incentive opportunities.
Fixed and variable car reimbursement for Area Managers and Account Executives.
Car, mileage, and telephone reimbursement, as applicable.
Employee discount and recognition programs.
Employee Assistance Program (EAP).
401(k), HSA, and FSA/Dependent Care FSA.
Medical, prescription, dental, and vision coverage.
Life insurance, disability, accidental death, identity protection, and legal services.
Meru Health mental health and Mercer SmartConnect Medicare programs.
Livongo Diabetes and High Blood Pressure programs.
Healthcare Bluebook and RX Savings Solutions programs.
Hepatitis B (HEPB) and TB vaccinations.