Patient Engagement Specialist

Responsibilities

• Conduct outbound calls to eligible patients and work to facilitate efficient scheduling of initial in-home appointments
• Ensure patients receive a detailed explanation of program services
• Thoroughly and accurately document call notes and scheduling details in electronic system
• Expedite emergency clinical calls as needed
• Process new appointments or changes to existing appointments
• Document accurate and concise patient/family feedback and special needs during each call in our systems, enabling our market-based clinicians to provide excellent care during each appointment
• Achieve and sustain expected metrics set by department leadership to include but not limited to: Quality Scores, Acceptance Rates, Number of Patients Engaged and Alignment with Harmony Care Core Values
• Demonstrate compassion for individual needs, attention to detail, and collaborating with other team members
• Demonstrate a high level of professionalism and continuous improvement while participating in the call quality monitoring processes
• Utilizes exceptional communication and social skills to clearly explain services and needs to patient/family
• Complete ongoing training and coaching programs for further skills development by deadlines
• Work collaboratively and efficiently with other corporate and market based team members to ensure patients receive exceptional service
• Perform other duties as assigned

Qualifications

• High school diploma
• Ability to multi-task while given competing priorities
• Ability to communicate in an empathetic, compassionate, and professional demeanor at all times
• Ability to problem solve with demonstrated capacity to embrace complex problems and arrive at effective solutions in a timely manner
• Ability to analyze problems and resolve issues in a rapid, direct and complete manner
• Demonstrates short and long-term persistence in meeting objectives and personal development
• Excellent communicator with an uplifting and personable manner with outstanding phone etiquette
• Excellent written communication skills with success in providing notes, updates, and written communications via computer systems
• Proven ability to navigate multiple computer screens