[Hiring] Behavioral Health Intake & Patient Engagement Specialist @CVS Health

Role Description

The Behavioral Health Patient Engagement Specialist is a remote, patient-facing role that facilitates access to behavioral health care by coordinating patient intake, scheduling appointments, verifying eligibility, managing referrals, and matching patients with appropriate providers. This role serves as a key liaison between patients and care teams, ensuring a seamless patient experience while supporting provider panel optimization and continuity of care.

Schedule: This role supports a national behavioral health practice operating from 8:00 AM to 11:00 PM EST. Work schedules will be assigned within these operating hours based on business needs. Preference will be given to candidates located in the Eastern or Mountain time zones.

Key Responsibilities

• Conduct preliminary screening and assessment of individuals seeking services accurately and within established timeframes.
• Manage targeted patient outreach lists to support behavioral health intake conversion and patient engagement.
• Utilize techniques to outreach patients in a personalized and engaging way.
• Use strong communication skills to build trust with scheduled, prospective, inactive, or overdue patients to encourage and motivate them to schedule their appointments and complete necessary pre-visit readiness tasks (e.g., documentation, payment info on file, etc.).
• Assist patients with understanding next steps, visit expectations, scheduling needs, and appointment readiness.
• Proactively manage provider panels and waitlist to maximize patient access and provider productivity.
• Support provider panels by assisting with high-risk patient lists, overdue follow-ups, inactive patient re-engagement, and provider-directed outreach.
• Initiate and support targeted outreach campaigns, including:
  • Intake pipeline conversion
  • No-show and cancellation reduction
  • Inactive patient re-engagement
  • Provider call-out rescheduling
• Track outreach outcomes, barriers, and patient engagement activity using approved systems and reporting tools.
• Escalate patient concerns, workflow barriers, or access issues through the appropriate channels.
• Work collaboratively with behavioral health operations, providers, leadership, and cross-functional partners.
• Perform additional duties assigned by Supervisor/Manager that align with role scope and business needs.

Qualifications

• 2+ years of experience in healthcare coordination, patient access, intake coordination, customer service, inside sales, outreach, or call center operations.
• Strong verbal and written communication skills with the ability to engage patients professionally and empathetically.
• Ability to manage multiple worklists, priorities, and follow-up tasks independently.
• Proven skill managing multiple channels of communication including phone, email, chat, etc.
• Strong attention to detail and ability to document outreach activity accurately.
• Comfort working in a metrics-driven environment.
• Ability to work remotely with a designated workspace that supports patient privacy and confidentiality.
• Proficiency with Microsoft Office tools or similar productivity/reporting platforms.

Preferred Qualifications

• Behavioral health, virtual care, healthcare access, or patient engagement experience.
• Experience with Epic, CRM platforms, patient scheduling systems, Five9 or outreach/campaign tracking tools.
• Experience supporting provider panels, patient re-engagement, appointment readiness, or no-show reduction workflows.
• Familiarity with HIPAA/privacy expectations in a remote healthcare environment.

Education

• Associates degree, preferred
• High School Diploma, GED or equivalent experience.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is: $18.50 - $42.35. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Benefits

• Comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families.
• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.

Company Description

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.