Patient Outreach and Support Specialist – Temp
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Job Description
Patient Outreach and Support Specialist helping patients navigate their healthcare journey in genetic testing. Engaging with patients through various communication channels for support and guidance.
Responsibilities:
- Conduct proactive outreach to patients following testing to provide support, education, and resource navigation.
- Engage patients through phone, SMS, email, and other approved communication channels while delivering a positive and professional customer experience.
- Educate patients on testing processes, available resources, patient portal tools, scheduling options, and other relevant support services.
- Gather patient feedback regarding their testing experience and document insights that help improve patient programs and services.
- Identify and help address common barriers to care, including scheduling challenges, provider communication needs, access to resources, and general process questions.
- Provide patients with approved educational materials, discussion guides, and support resources.
- Coordinate with Patient Coordinators, field teams, provider offices, and other internal stakeholders to support patient needs.
- Escalate clinical, billing, technical, or service-related concerns to the appropriate internal teams.
- Maintain accurate documentation of all patient interactions and follow-up activities within Salesforce and other internal systems.
- Support outreach initiatives, patient education programs, and operational projects designed to improve the overall patient experience.
- Maintain compliance with all privacy, regulatory, and communication requirements.
- Demonstrate empathy, professionalism, and sound judgment when interacting with patients and caregivers.
Requirements:
- 2+ years of experience in patient support, customer service, healthcare operations, patient engagement, care coordination, or a related field.
- Bachelor’s degree preferred.
- Experience interacting directly with patients or customers in a healthcare or service-oriented environment preferred.
- Strong verbal and written communication skills with the ability to explain complex information in a clear and supportive manner.
- Excellent listening skills and ability to navigate sensitive conversations with empathy and professionalism.
- Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
- Experience using Salesforce or similar CRM platforms preferred.
- Proficiency with Microsoft Office applications, including Excel and Word.
- Bilingual Spanish preferred.
Benefits:
- Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents.
- Free testing for Natera employees and their immediate families.
- Fertility care benefits.
- Pregnancy and baby bonding leave.
- 401k benefits.
- Commuter benefits.
- Generous employee referral program!
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