Patient Engagement Representative (Healthcare)

Key Responsibilities

• Conduct scheduled and proactive visits to assigned SNF and LTC facilities to meet with residents identified as eligible for voluntary alignment.
• Hold direct, one-on-one conversations with residents and/or their authorized representatives to explain the voluntary alignment process, answer questions, and support informed decision-making without pressure or coercion.
• Navigate cognitively complex situations appropriately, including identifying when an authorized representative or POA should be engaged and routing those cases through the appropriate program track.
• Represent Vitae Health Systems professionally across all facility interactions, maintaining positive relationships with facility staff and leadership.
• Ensure all completed forms are accurate, legible, and properly documented before handoff to the VBC Coordinator for submission processing.
• Maintain a working knowledge of CMS voluntary alignment guidelines, including what can and cannot be communicated to residents during the outreach process.
• Flag situations that fall outside standard protocol, including residents who decline, defer, or present cognitive impairment concerns, and route them through the appropriate program track.

Field Coordination and Reporting

• Document daily visit activity, resident contact status, and form outcomes using designated tracking tools provided by the VBC team.
• Communicate regularly with the VBC Coordinator to ensure accurate status tracking and timely escalation of any field issues.
• Adhere to assigned facility schedules and coverage priorities set by program leadership.
• Participate in team check-ins and program debriefs to share field observations and support continuous improvement.

Requirements

• Required: High school diploma or equivalent required; associate or bachelor's degree preferred.
• Minimum of one (1) year of experience in a field-based, outreach, sales, or direct customer-facing role.
• Exceptional interpersonal and communication skills, including the ability to connect with residents and families across diverse cultural and linguistic backgrounds.
• Comfortable navigating nursing home, skilled nursing, and long-term care facility environments.
• Strong self-management skills with the ability to work independently, manage a daily schedule across multiple facilities, and stay organized without close supervision.
• Valid driver's license and reliable personal vehicle required. Daily local travel across multiple facilities is expected. Mileage reimbursement provided in accordance with company policy.