Outbound Engagement Associate

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

📋 Description

• Actively engage with patients to assist with scheduling, resolving issues, and enhancing access to care.

• Communicate with patients through phone calls, text messages, or emails to address their inquiries, solve problems, process payments, and provide education about insurance matters.

• Assess patient concerns, troubleshoot problems, and collaborate with other departments or teams as necessary.

• Keep informed about providers, services, and types of appointments to offer precise guidance to patients.

• Accurately document patient interactions, issues, and resolutions in medical records and process-tracking systems.

• Adhere to company policies and HIPAA regulations when managing patient communications and sensitive information.

• Communicate recurring patient feedback and prevalent issues to supervisors to aid in problem-solving and establishing best practices.

• Maintain a professional, courteous, and empathetic attitude with patients, including those who may be upset or frustrated.

• Execute targeted outreach when there are changes in schedules, clinics have available capacity, or new providers require assistance in filling schedules.

• Acquire proficiency in multiple technology platforms across various communication channels and workflows.

• Ensure consistent, reliable, and punctual attendance.

• Undertake other assigned responsibilities.

⛳️ Requirements

• 1–3 years of experience in a call center, patient engagement, customer service, or healthcare office position.

• Comfortable communicating professionally with patients through phone, email, and text message channels.

• Experience in accurately documenting interactions using an EMR or similar patient tracking systems (preferred).

• Basic proficiency in Microsoft Office applications (Outlook, Teams, Word, Excel).

• Eagerness to quickly learn new platforms.

• Strong customer service orientation with the capability to de-escalate concerns and communicate effectively.

• Excellent organizational skills and attention to detail for precise documentation and task completion.

• Ability to manage multiple priorities in a dynamic environment while maintaining quality standards.

• Strong problem-solving abilities and comfort in coordinating with teams to resolve issues.

• Capability to learn new tools, workflows, and protocols and apply them consistently.

• Commitment to patient confidentiality and the secure handling of protected health information.

• Ability to sit for extended periods while working on a computer and managing phone communications.

• Adequate vision to accurately read digital screens, patient charts, and documentation.

• Adequate hearing and verbal communication skills to interact clearly with patients.

• Regular use of hands and fingers for typing, data entry, and navigating a computer.

🏝️ Benefits

• Comprehensive health insurance options.

• Opportunities for professional development and training.

• Flexible working hours to promote work-life balance.

• Employee wellness programs and initiatives.

• Supportive team environment and company culture.