Patient Engagement Specialist
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Job Description
Patient Engagement Specialist responsible for connecting eligible members to virtual MSK care while ensuring excellent patient experience and support. Outbound calls, scheduling, and CRM documentation.
Responsibilities:
- Conduct outbound phone outreach to eligible members and referred patients
- Answer inbound calls and respond to patient questions about RightMove services
- Educate patients on available care options and next steps
- Verify eligibility and schedule initial evaluations
- Accurately document all patient interactions in CRM systems
- Escalate or route complex issues to appropriate internal teams
- Identify opportunities to improve workflows, outreach effectiveness, and patient experience
- Support referred patients through onboarding and scheduling
- Provide real-time patient support via inbound calls
- Maintain accurate, compliant documentation
- Operate in accordance with HIPAA and all applicable compliance requirements
Requirements:
- High school diploma or GED (associate degree preferred)
- 1–3 years of experience in healthcare customer service, patient engagement, scheduling, or call center environments
- Strong verbal communication skills and comfort with phone-based outreach
- Ability to explain healthcare services clearly and compassionately
- Experience using CRM, scheduling, or documentation tools
- Strong organization, attention to detail, and ability to multitask
- Bilingual (Spanish/English) a plus
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