[Hiring] Patient Engagement Coordinator @Protocol Behavioral Health

Role Description

The Patient Engagement Coordinator is the first voice a patient hears when they're referred into our program, and the person responsible for making sure that referral actually turns into care. You'll guide patients from the moment they're referred all the way through to their first intake — answering questions, building trust, walking them through consent, and getting them scheduled with a Behavioral Health Care Manager.

But getting someone to care once isn't the finish line. Patients cancel, miss appointments, or drift away for all kinds of reasons and when they do, they don't just fall off a list. They become your responsibility. You'll reach back out, understand what got in the way, and help them find their way back into the care they need.

This role is about ownership of outcomes, not just activity: every referral that becomes a completed intake, and every patient who re-engages instead of falling through the cracks, is a patient who got the care they need because of you - a win you're accountable for.

• Own the patient conversion funnel, ensuring referrals are contacted within our SLAs to ensure timely access to care.
• Lead omnichannel outreach to new patient referrals, initiating contact across phone and text to introduce Protocol’s program, explain how it works, and answer patient questions to ensure patients feel supported and informed.
• Handle common objections and hesitations with empathy and confidence.
• Walk patients through informed consent and ensure documentation is completed accurately.
• Schedule patients for their intake session and confirm attendance, handling reminders and reschedules as needed.
• Work a recurring list of unengaged patients — cancellations, no-shows, and program drop-offs — to understand what got in the way and bring them back into care.
• Re-educate and re-motivate disengaged patients on the value of the program, re-scheduling and re-consenting as needed.
• Track outreach activity and outcomes in the CRM/EHR, and report on key metrics: referral-to-outreach time, outreach-to-scheduled-intake time, referral-to-scheduled-intake conversion rate, and completed intakes.
• Partner with the Clinical & Operations teams to hand off scheduled patients cleanly and surface recurring friction points that could improve messaging or process.

Qualifications

• Experience in a phone-based customer service, call center, sales development, or patient-facing healthcare coordination role.
• Comfortable being held to conversion and pipeline targets, not just call counts.
• Strong communicator who can educate, build trust, and overcome objections without being pushy.
• Organized and detail-oriented — able to manage a live pipeline of referrals and a separate re-engagement queue simultaneously.
• Empathetic and patient, especially with patients who are confused, frustrated, or hesitant.
• Comfortable with CRM/EHR systems and documenting consent accurately.
• Healthcare, medical sales, or patient enrollment experience a plus.
• Bilingual (Spanish) a plus.

Compensation

• This is a 1099 contracted role at a rate between $20-$24 an hour with potential to a full-time opportunity.