Patient Engagement Specialist

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Engage with 50-75 eligible members each day to outline the services and support offered by Vori Health for musculoskeletal and orthopedic care.

• Address incoming inquiries via phone or email stemming from marketing and outreach initiatives.

• Foster trusting relationships with members through active listening and empathy.

• Articulate the benefits and services of the program to members and their support systems.

• Convert prospective patients into active Vori members or patients.

• Provide telephonic support and direct member needs to Care Teams for clinical assistance and care coordination.

• Secure member consent and conduct enrollment surveys.

• Recognize and escalate urgent member needs as necessary.

• Participate in coaching and development sessions and implement feedback to achieve quality and productivity standards.

• Adhere to Care Team policies, procedures, escalation pathways, communication practices, and documentation standards.

• Complete training and stay updated on Vori Health systems, tools, technology, partners, and expectations.

• Relay member and provider feedback to marketing and leadership teams.

• Undertake additional projects and responsibilities as assigned.

⛳️ Requirements

• 2-5 years of experience in healthcare client success, patient-facing or care delivery roles, high-performing enrollment advisor or associate positions, or highly consultative sales roles.

• Familiarity with Zendesk or a comparable customer management platform.

• Proficient in Microsoft Office Suite, particularly Excel.

• Understanding of best-in-class customer service practices.

• Demonstrated history of delivering exceptional customer experiences.

• Strong ability to show empathy, build relationships, identify patient needs, and present the program convincingly over the phone.

• Persuasive communication abilities.

• Capability to manage multiple tasks and work under pressure while keeping communications and documentation organized.

• Excellent verbal and written communication skills.

• Adaptability and comfort with ambiguity in a fast-paced startup setting.

• Experience with video conferencing, Google Suite, Slack, electronic health records, or a willingness to learn new technologies.

• Ability to identify and prioritize member needs, addressing urgent and important issues promptly.

• Skill in identifying and collaborating on solutions to complex problems and driving continuous improvement.

• Authorized or able to provide necessary documents to work in the United States or Canada.

• Bilingual proficiency in Spanish and English (written and spoken) is a plus.

🏝️ Benefits

• Equity options.

• Medical, dental, and vision coverage.

• Wellness programs.

• Mental health resources.

• 401(k) plan and Roth options.

• Generous paid time off, including vacation days, holidays, and sick leave.

• Fully remote work environment.

• Training resources.

• Professional Development stipend for further education.

• Paid parental leave.

• Employee Assistance Program (EAP).

• Confidential counseling and support for personal or work-related challenges.