Patient Engagement Specialist
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Job Description
Patient Engagement Specialist connecting eligible patients with HarmonyCares’ in-home primary care services. Conducting patient outreach, explaining programs, gathering needs, and scheduling appointments.
Responsibilities:
- Conduct outbound calls to eligible patients and facilitate efficient scheduling of initial in-home appointments
- Explain program services in detail
- Document call notes, scheduling details, patient/family feedback, and special needs in electronic systems
- Expedite emergency clinical calls as needed
- Process new appointments and changes to existing appointments
- Meet department metrics including Quality Scores, Acceptance Rates, Patients Engaged, and alignment with HarmonyCares core values
- Build trust with patients, understand their needs, and explain how HarmonyCares can support them and their families
- Participate in call quality monitoring, ongoing training, and coaching programs
- Collaborate with corporate and market-based team members to ensure exceptional patient service
- Perform other duties as assigned
Requirements:
- High school diploma
- Ability to multi-task while given competing priorities
- Ability to communicate in an empathetic, compassionate, and professional demeanor at all times
- Ability to problem solve and arrive at effective solutions in a timely manner
- Ability to analyze problems and resolve issues in a rapid, direct and complete manner
- Ability to adapt to new systems and changes as required and apply guidelines/procedures
- Excellent phone etiquette and personable communication
- Excellent written communication skills via computer systems
- Excellent data-entry skills and ability to navigate multiple computer screens
- 1 year or more of experience and success in exceeding individual and team goals in an inside sales, telephonic sales, fundraising or similar position (preferred experience)
- Working knowledge of the healthcare industry
- Ability to speak multiple languages fluently (preferred)
Benefits:
- Health, Dental, Vision, Disability & Life Insurance
- 401K Retirement Plan (with company match)
- Tuition, Professional License and Certification Reimbursement
- Paid Time Off, Holidays and Volunteer Time
- Paid Orientation and Training
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