Patient Engagement Specialist (100% Remote)

About the role

Vori Health is a virtual-first, musculoskeletal medical practice dedicated to providing evidence-based care. The Patient Engagement Specialist plays a crucial role in connecting patients to a care team that includes a nonoperative physical medicine physician, a health coach navigator, and a physical therapist. This role focuses on informing new patients about Vori Health’s services and supporting them throughout their care journey.

Responsibilities

• Reach out to at least 50-75 eligible members daily to inform them of Vori Health’s services and support their musculoskeletal and orthopedic care journey.
• Respond to inbound inquiries via phone or email in response to various marketing/outreach campaigns.
• Build strong, trusting relationships with members, using active listening and empathy to understand their individual needs.
• Explain the benefits of Vori Health’s program and services in a way that both members and support networks understand how we can help them.
• Effectively and efficiently convert prospective patients to active Vori member/patients.
• Provide inbound telephonic support for our members and identify and triage a member's needs to connect them with our Care Teams for clinical support and care coordination, as needed.
• Obtain consent from members, conduct enrollment surveys, and identify and escalate any urgent member needs.
• Participate in coaching and development sessions, and apply feedback and best practices to meet your quality and productivity goals.
• Follow Vori Health Care Team policies and procedures, escalation pathways, communications best practices, and documentation standards.
• Complete training and stay up to date on Vori Health systems, tools, technology, partners, and expectations.

Requirements

Essential Functions:

• Reach out to at least 50-75 eligible members daily to inform them of Vori Health’s services and support their musculoskeletal and orthopedic care journey.
• Respond to inbound inquiries via phone or email in response to various marketing/outreach campaigns.
• Build strong, trusting relationships with members, using active listening and empathy to understand their individual needs.
• Explain the benefits of Vori Health’s program and services in a way that both members and support networks understand how we can help them.
• Effectively and efficiently convert prospective patients to active Vori member/patients.
• Provide inbound telephonic support for our members and identify and triage a member's needs to connect them with our Care Teams for clinical support and care coordination, as needed.
• Obtain consent from members, conduct enrollment surveys, and identify and escalate any urgent member needs.
• Participate in coaching and development sessions, and apply feedback and best practices to meet your quality and productivity goals.
• Follow Vori Health Care Team policies and procedures, escalation pathways, communications best practices, and documentation standards.
• Complete training and stay up to date on Vori Health systems, tools, technology, partners, and expectations.

Qualifications

• 2-5 years’ experience in healthcare client success, preferably in a patient facing or care delivery role such as patient care technician, dietician tech or LPN.
• Experience using Zendesk or a similar customer management platform.
• Proficient in Microsoft Office Suite, specifically Excel.
• Knowledge of best-in-class customer service practices.
• Proven record of accomplishment in providing exceptional customer experiences.
• A member-first approach: personally motivated by our mission and passionate about assisting people and their families during one of the most challenging seasons in their lives.
• Strong ability to demonstrate empathy, build relationships, discover patients’ needs, and present our program convincingly in a phone call.
• Expertise and passion: deep experience in and passion for service-oriented roles in relevant fields that require persuasive communication skills.
• Organized: skilled in juggling multiple tasks and working under pressure without sacrificing organization in your communications and documentation.
• Effective listener and communicator: always start with listening, and you hear what may not be voiced, because you listen so intently to others. Build rapport and great working relationships with members and colleagues.
• Highly collaborative, with excellent communication skills (verbal & written).
• Comfort with ambiguity: understanding that rapid changes to the business, strategy, organization, and priorities are par for the course.
• Growth minded, adaptable, ready to stretch your comfort zone.
• A desire to navigate new technologies: experience with video chatting, Google Suite, Slack, electronic health records or comfort learning new technology is important.
• Identify priorities and take action: know how to identify and prioritize a member's needs and do what it takes to ensure that urgent and important needs are addressed immediately.
• Demonstrate entrepreneurial spirit, identifying and collaborating to solve complex problems, and drive continuous improvement efforts.

Skills

• Excellent verbal and written communication skills.
• Active listening and empathy.
• Ability to build trust and rapport with clients.
• Strong organizational and multitasking skills.
• Customer service experience.
• Ability to handle multiple tasks simultaneously.
• Experience with customer management platforms like Zendesk.
• Microsoft Office Suite proficiency, particularly Excel.
• Ability to navigate and learn new technologies quickly.
• Experience with video chatting and Google Suite.
• Comfortable with ambiguity and change.
• Ability to prioritize and address urgent needs.
• Desire to solve complex problems and drive continuous improvement.

Benefits

At Vori Health, we offer a comprehensive benefits package designed to support your overall well-being, growth, and work-life balance:

• Competitive Salary
• Equity Options
• Health & Wellness: Medical, dental, and vision coverage
• Wellness Programs and Mental Health Resources
• Roth 401(k) Plan
• Paid Time Off (PTO)
• Flexible, fully remote work environment
• Professional Development: Training resources and Professional Development stipend for further education
• Paid Parental Leave
• Employee Assistance Program (EAP)

Pay

Competitive salary based on experience, skillset, and the value you bring to the team.

Schedule

Full-time, remote work environment.