[Hiring] Patient Engagement Specialist @Greater Good Health

Role Description

The GGH Patient Engagement Specialist (PES) plays a critical role as the point of contact to engage patients and connect them to care. Successful PESs are excellent communicators, empathetic, and have a strong work ethic and desire to positively impact the quality of care delivered by GGH. They are welcoming and courteous, have superior active listening and critical thinking skills, and are comfortable with multitasking and problem-solving. Patient Engagement Specialists must also be able to relate to the geriatric population, build trust, and make them feel comfortable.

• Outreaching to and scheduling patient home, telehealth, and in-clinic visits to complete their Annual Wellness Visits.
• Accepting inbound calls from patients to schedule Annual Wellness Visits (AWVs).
• Handling protected health information (PHI) and adhering to the general standards set forth by HIPAA.
• Partnering with GGH Nurse Practitioners (NP) to manage their day-to-day patient schedules.
• Building a logical driving route for the GGH Nurse Practitioner to complete their home visits.
• Connecting with the geriatric population to build trust, answer questions, and make them feel comfortable.
• Outreaching to patients to complete key preventative screenings (Colon Cancer Screening, Mammograms, Diabetic Retina scans, HbA1c, and more).
• Building a strong positive relationship with GGH Nurse Practitioners and maintaining professional communications.
• Coordinating referrals and activities for high-risk programs.
• Maintaining collaborative relationships with clinicians and the leadership team.
• Other duties as assigned.

Key Success Outcomes for Patient Engagement Specialists:

• Completing 50-100 outbound calls per day.
• Achieving conversion rate expectations.
• Building and maintaining strong professional relationships with the PES team and GGH Nurse Practitioners.
• Timely, accurate and thorough documentation.
• Meeting and exceeding call quality standards.

Qualifications

• 1-2 years of post-high school education or a degree from a two-year college.
• 1-3 years of experience working in standard operating systems (Windows, MS Word, MS Excel, Internet, and other applicable systems).
• 1-3 years of experience working in a call center, preferably sales related.
• Excellent verbal and written communication skills.
• Outstanding phone skills with sensitivity towards protected health information (PHI).
• Must be organized, detail-oriented, and be able to multi-task.
• Must be adaptable and a team player.
• Professionalism in appearance, communication, and demeanor.
• Must be able to work independently with limited supervision.
• Solid problem-solving skills.

Requirements

• Healthcare experience in a patient-facing role (Strongly Preferred).
• Basic Excel skills to be able to navigate, data entry, filter, and sort data.
• 1+ years of experience with Medicare/Senior population.
• 1+ years of call center experience and managing phone queues.
• Experience with HEDIS Gap Closure.
• Phone sales experience.
• Strong preference for bilingual (English/Spanish).

Benefits

• Competitive Compensation Package: guaranteed hourly rate + bonus where you can earn up to $24.40/hr.
• Comprehensive Medical, Dental, and Vision Benefits: including medical, dental, and vision benefits, with FSAs and HSAs available.
• Paid Time Off and Parental Leave: paid holidays, vacation time, and paid parental leave.
• 401K Program with Company Match: featuring a company match to help you save for retirement.
• Monthly Phone/Internet Reimbursement: ensuring you have the tools you need to excel in your role.
• Wellness Resources: including BetterHelp, the Calm app, and Quarterly Wellness Events.
• Comprehensive Life and AD&D Coverage: 100% premiums covered by GGH for Basic Life and AD&D insurance for full-time team members.
• Short-Term Disability Coverage: providing a percentage of your salary during periods of illness or injury.