Patient Engagement Specialist

About the role

Ophelia is a venture-backed healthcare startup focused on providing evidence-based treatments for opioid use disorder (OUD) through a telehealth platform. As a Patient Engagement Specialist, you will be the first point of contact for patients, ensuring they receive consistent, high-quality care and support.

Responsibilities

• Create a rich and safe patient experience by collaborating with patients and addressing their concerns and needs.
• Prioritize effectively across multiple channels, including SMS, EMR, phone, meetings, and Slack, to deliver patient-centered care.
• Provide patients with advocacy, emotional support, de-escalation, education, and modeling good problem-solving behavior.
• Use effective written skills to complete professional documentation through various platforms.
• Follow Ophelia's policies and maintain all confidentiality, compliance, and ethical standards.
• Work autonomously and as part of a team within established procedures and practices.
• Consistently practice Ophelia's cultural values: champion our patients, communicate with kindness, learn and share freely, and get results.

Requirements

• Experience delivering outstanding patient experience or customer support, ideally at a consumer-focused healthcare company.
• Strong organizational skills and a keen eye for detail, with experience maintaining patient records and accuracy in responses.
• Tech-savvy, comfortable using various computer platforms, and efficient in tech-related tasks.
• Experience working in a high-volume communication environment, ideally within a ticketing system or similar tool.
• A bias for action and getting things done, proactively taking on work without prompting, swiftly implementing solutions, and achieving results efficiently and effectively.
• An aptitude for resilience and adaptability to change that is frequent in a start-up environment.
• Flexibility to work some combination of evenings and weekends, and occasional holidays.

Qualifications

• Bachelor's degree in healthcare, social sciences, psychology, or related field.
• Experience in healthcare or customer service preferred.
• Strong communication and interpersonal skills.
• Ability to multitask and prioritize effectively.
• Basic knowledge of healthcare terminology and regulations.

Skills

• Active listening and empathy.
• Solution-focused approaches.
• Effective written communication.
• Confidentiality and compliance.
• Teamwork and autonomy.
• Resilience and adaptability.

Benefits

• Competitive medical, vision, and health insurance (many plans are fully covered for the employee!)
• Start with 20 days (4 weeks) of PTO, increasing to 5 weeks after 2 years and 6 weeks after 5 years of tenure
• 10 company holidays
• Work From Home Stipend
• 401k Contribution Platform
• Additional benefits offered through our benefits provider such as life insurance, short and long term disability, financial wellness, virtual primary care, among others!

Pay

Compensation is dynamic at Ophelia: as long as the company performs well and meets our targets, there will be opportunities for increased compensation annually. We are committed to fair pay and value pay transparency. In order to prevent pay disparities and reduce time spent in negotiations, we take a “first and best” offer approach: this means we’re not holding any compensation back from our candidates, and you can feel confident that our pay is fair and does not vary based on the strength of someone’s negotiation skills.

Schedule

Care Coordination at Ophelia is available Sunday-Thursday 9:00-5:00p ET.