Bilingual Patient Engagement Specialist I (English–Spanish)

Quick Facts

Role: Bilingual Patient Engagement Specialist I (English–Spanish)

Description

Serve as the first voice for patients by following up on inbound requests from outreach campaigns and proactively engaging patients through personalized outbound outreach. Explain the importance and benefits of receiving ordered services in-home, and help schedule appointments. Escalate questions and concerns to the appropriate teams to support a seamless patient experience.

Responsibilities

• Review and follow up on inbound requests from outreach campaigns
• Perform deep prospecting and personalized patient outreach
• Use an auto-dialer to place 150–200 outbound calls daily
• Talk with ~80–100 patients daily and book an average of ~19 appointments per day
• Build trust with prospective patients and caregivers to encourage appointment scheduling
• Educate patients on ordered services and the benefits of in-home care
• Maintain knowledge of partner care models to answer patient questions
• Collaborate with other representatives and healthcare professionals to ensure a seamless patient experience
• Escalate outstanding questions and concerns to other teams as needed

Requirements

• At least 2 years of outbound call center experience
• At least 1 year of experience in the healthcare industry
• Proficiency using EHR systems and other healthcare software
• Excellent written and verbal communication skills
• Proven ability to manage multiple communication channels (phone, email, chat, etc.)
• Flexibility, humility, and strong problem-solving mindset
• Highly organized and process-oriented
• Experience in an on-demand service or healthcare environment
• Ability to thrive in a fast-paced, high-pressure environment

Benefits

• Medical, dental, and vision
• 401 with match
• Flexible PTO
• Generous parental leave (16 weeks for the birthing parent, 8 weeks for the non-birthing parent)
• $10,000 lifetime max for infertility/fertility treatment