[Hiring] Patient Engagement Specialist @Geode Health

Role Description

The Patient Engagement Specialist is a high-impact, outbound-first role at the heart of patient access and acquisition. You are the voice that reaches out to patients after they’ve been referred or expressed interest in care, helping them move from referral to a scheduled first visit. You’ll process incoming referrals, make timely and persistent outreach, and deliver white-glove support to the referring providers who trust us with their patients. You’ll also flex to answer new patient inbound calls when volume calls for it.

This is a fast-paced, goal-oriented environment for people who care deeply about both outcomes and experience. You’ll use strong virtual human connection, sound judgment, and follow-through to remove barriers to care, connect each patient to the right provider, and keep referring partners informed every step of the way. If you bring empathy, urgency, and a growth mindset, and believe every outreach is an opportunity to help someone take the next step, this role is for you.

What You’ll Do

• Drive Outbound Engagement & Conversion
  • Proactively call referred patients and new patient leads, making first contact the same or next business day and following a structured outreach cadence until the patient is scheduled or the referral is closed.
  • Convert referrals and leads into scheduled first visits by matching each patient to the right provider using screening questions, insurance, provider preferences, and scheduling tools.
  • Guide hesitant patients toward a confident “yes” using empathy, reflective listening, communication frameworks, and sound judgment while removing barriers without pressure.
  • Set clear expectations for the first visit so patients arrive informed, comfortable, and ready to attend.
  • Meet individual and team targets for speed to first outreach, contact rate, and referral-to-scheduled conversion.
• Process Referrals Accurately
  • Receive, review, and process incoming referrals from email, fax, phone, and partner channels promptly and accurately.
  • Confirm patient demographic and insurance information is complete and accurate; follow up with the referring office or patient to close any gaps.
  • Track each referral from receipt to first visit so status is clear to referring partners and internal teams.
  • Build and maintain working knowledge of accepted insurance plans.
• Deliver White-Glove Support to Referring Providers
  • Serve as a responsive, reliable point of contact for referring provider offices, answering questions and sharing timely referral status updates.
  • Close the loop with referring providers by confirming receipt, sharing scheduling outcomes, and letting them know when another level of care may be a better fit.
  • Build trusted relationships with key partner practices so Geode is an easy, dependable place to send their patients.
• Flex to Support New Patient Inbound Calls
  • Answer new patient inbound calls during peak volume or as assigned, with warmth, urgency, and a bias toward booking the first visit.
  • Partner with the Patient Support Center team to keep handoffs seamless for patients and providers.
• Grow Through Coaching & Quality
  • Work toward individual and team goals for conversion, outreach timeliness, contact rate, quality, and documentation, using feedback and performance insights to keep improving.
  • Welcome regular call auditing and coaching as fuel for growth; apply feedback quickly and consistently.
  • Document every outreach attempt and interaction accurately in our systems with the right context and a clear next step.
• Own the Patient & Provider Experience
  • Create a calm, personalized experience that helps patients feel confident taking the next step in care.
  • Protect patient privacy by maintaining strict confidentiality and following HIPAA and all privacy requirements.
  • Flex with changing workflows, volumes, and schedules while supporting the broader team as needs shift.

Qualifications

• A hospitality-minded people person - you make others feel genuinely cared for and you love creating great experiences.
• Energized by outbound outreach - comfortable making proactive calls and following up with persistence and care.
• Motivated by goals and comfortable using feedback and performance insights to improve.
• A persuasive, empathetic communicator who can navigate emotional or complex conversations with calm and confidence.
• Organized and process-oriented - you track details closely and keep every referral moving.
• Coachable and self-aware - you welcome feedback, know your strengths, and actively develop your areas of opportunity.
• Passionate about mental healthcare and Geode’s mission to expand access to exceptional care.

Requirements

• 1–3+ years in a customer-facing, phone-based, or hospitality role; experience in a medical office, mental health, referral coordination, outbound calling, or sales/conversion is a strong plus.
• Comfort working in a goal-oriented, quality-focused environment.
• Familiarity with insurance plans and benefits, or the ability to learn them quickly (preferred).
• Strong computer skills and the ability to navigate multiple systems while maintaining a warm, focused conversation with the patient.
• A quiet, professional remote workspace and reliable connectivity.
• Associate’s or bachelor’s degree preferred.

Benefits

• Competitive compensation
• Flexible schedule
• In-person and virtual patient visits
• Comprehensive admin support (front office, accounting, finance, payroll, HR, etc)
• Professional development opportunities
• Clinical community, support, and leadership
• Medical, dental and vision benefits
• Life insurance
• Short and long-term disability
• Paid vacation and holidays
• Matching 401k plan
• State of the art technology