Behavioral Health Intake, Patient Engagement Specialist

This is a fully remote position, open to applicants in Texas.

📋 Description

• Perform initial screening and evaluation of individuals seeking services promptly and accurately within set timeframes.

• Oversee targeted patient outreach lists to enhance behavioral health intake conversion and patient engagement.

• Engage in personalized outreach to scheduled, prospective, inactive, or overdue patients.

• Motivate patients to schedule appointments and complete necessary pre-visit tasks.

• Assist patients with subsequent steps, expectations for visits, scheduling needs, and readiness for appointments.

• Actively manage provider panels and waitlists to optimize patient access and provider efficiency.

• Support high-risk patient lists, overdue follow-ups, re-engagement of inactive patients, and outreach directed by providers.

• Initiate and assist in targeted outreach campaigns aimed at converting intake pipelines, reducing no-shows and cancellations, re-engaging inactive patients, and rescheduling provider call-outs.

• Monitor outreach results, obstacles, and patient engagement activities using authorized systems and reporting tools.

• Raise patient issues, workflow obstacles, or access challenges through the proper channels.

• Collaborate with behavioral health operations, providers, leadership, and cross-functional teams.

• Carry out additional responsibilities assigned by the Supervisor/Manager as needed within the scope of the role and business requirements.

⛳️ Requirements

• Minimum of 2 years of experience in healthcare coordination, patient access, intake coordination, customer service, inside sales, outreach, or call center operations.

• Excellent verbal and written communication skills, with the ability to engage patients professionally and with empathy.

• Capability to independently manage multiple worklists, priorities, and follow-up tasks.

• Demonstrated proficiency in handling various communication channels, including phone, email, chat, etc.

• Strong attention to detail and the ability to accurately document outreach activities.

• Comfort in a metrics-driven environment.

• Ability to work remotely in a designated workspace that ensures patient privacy and confidentiality.

• Proficient in Microsoft Office tools or similar productivity/reporting platforms.

• High School Diploma, GED, or equivalent experience required.

• Associate's degree preferred.

• Preferred: Experience in behavioral health, virtual care, healthcare access, or patient engagement.

• Preferred: Familiarity with Epic, CRM platforms, patient scheduling systems, Five9, or outreach/campaign tracking tools.

• Preferred: Experience in supporting provider panels, patient re-engagement, appointment readiness, or workflows aimed at reducing no-shows.

• Preferred: Knowledge of HIPAA/privacy standards in a remote healthcare setting.

🏝️ Benefits

• CVS Health bonus, commission, or short-term incentive program in addition to base salary.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being, based on eligibility.