Patient Engagement Specialist

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

📋 Description

• Oversee a substantial volume of new patient onboarding calls, both outbound and inbound.

• Foster trust with patients and the clinical care team through outstanding omnichannel customer service.

• Engage in active listening during patient interactions to provide tailored support and outline the next steps, including scheduling visits.

• Collaborate with a multidisciplinary care team, comprising nephrologists, practice staff, nurse care managers, advanced practice providers, social workers, and dietitians.

• Support patient and practice administrative needs, such as onboarding outreach, connecting to local care teams, scheduling assistance, and managing patient complaints.

• Develop new workflows, processes, and documentation pertinent to contact center operations.

• Implement engagement initiatives that align with objectives related to Clinical Excellence, Clinical Quality, and Patient Engagement.

• Partner closely with Senior Leadership to establish the foundation of the contact center.

• Perform additional responsibilities as assigned, consistent with the role.

⛳️ Requirements

• High School diploma or GED is mandatory; a Bachelor’s Degree is preferred.

• A minimum of 3 years of experience in patient support engagement or customer service within a healthcare setting, directly interacting with patients; experience in a startup environment is advantageous.

• Proven sales skills and the capability to navigate discussions with new patients about Evergreen’s care model.

• Ability to manage workload effectively to meet established metrics or targets and proactively seek assistance when needed.

• Experience in a team-oriented service environment.

• A genuine curiosity in patient engagement and strong conversational intelligence.

• Outstanding verbal and written communication abilities.

• Familiarity with Medicare and/or the kidney care population is a plus.

• Bilingual fluency in Spanish and English is beneficial.

• Proficient in MS Office Suite, particularly Outlook and Teams.

• Capability to function effectively in a predominantly remote work setting.

• Home internet connection with at least 25 Mbps download and 10 Mbps upload speed; hardwired Cable, Fiber, or DSL is recommended.

• A dedicated workspace free from ongoing interruptions to ensure the protection of member PHI/HIPAA information.

🏝️ Benefits

• Paid time off beginning at 4 weeks for full-time employees.

• 12 paid holidays annually.

• Comprehensive medical, dental, vision, and life insurance, including an HSA with employer matching.

• Reimbursement for continuing medical education for eligible positions.

• 401(k) plan with Evergreen matching up to 4% of contributions after six months of service.

• Paid parental leave.

• Extensive training and development program starting from onboarding and continuing throughout your career.

• Eligibility for annual bonuses.

• Evergreen-provided telephony applications and equipment for remote employees.