Patient Engagement Specialist

What We Need

As a Patient Engagement Specialist at Synapse Health, you are a motivated, patient-centered outbound communicator who drives meaningful connections with new and existing patients. As a key member of the Customer Experience department, you will lead proactive outreach campaigns focused on equipment utilization, payment and credit card collection, patient portal adoption, and broader engagement initiatives.

• Drive meaningful connections with new and existing patients through high-volume outbound calls and targeted ad hoc campaigns.
• Clearly and compellingly explain Synapse Health’s services and programs, tailoring messaging to each patient’s needs and circumstances with empathy and professionalism.
• Build trust with patients during vulnerable moments in their care journey, acting as a knowledgeable and compassionate guide through their DME experience.
• Document all patient interactions, call notes, and outcomes accurately and thoroughly within internal systems and tracking tools.
• Meet or exceed individual and team performance goals, including outbound call volume, patient engagement rates, portal adoption metrics, payment collection, and quality scores.
• Identify and escalate patient barriers to care or complex service issues, routing to appropriate team members when needed.
• Participate in ongoing coaching, call quality monitoring, and training programs to continuously improve skills and performance.
• Collaborate effectively with Customer Experience team members and cross-functional partners to ensure patients receive seamless, high-quality support.

What You Will Do

Conduct high-volume outbound calls to new Synapse Health patients to introduce services, explain DME program benefits, and ensure a smooth onboarding experience.

Reach existing patients through targeted ad hoc campaigns, supporting initiatives such as equipment utilization follow-ups, payment and credit card collection, and patient portal adoption.

Clearly and compellingly explain Synapse Health’s services and programs, tailoring messaging to each patient’s needs and circumstances with empathy and professionalism.

Build trust with patients during vulnerable moments in their care journey, acting as a knowledgeable and compassionate guide through their DME experience.

Document all patient interactions, call notes, and outcomes accurately and thoroughly within internal systems and tracking tools.

Meet or exceed individual and team performance goals, including outbound call volume, patient engagement rates, portal adoption metrics, payment collection, and quality scores.

Identify and escalate patient barriers to care or complex service issues, routing to appropriate team members when needed.

Participate in ongoing coaching, call quality monitoring, and training programs to continuously improve skills and performance.

Collaborate effectively with Customer Experience team members and cross-functional partners to ensure patients receive seamless, high-quality support.

Maintain strict confidentiality of patient health information and consistently adhere to HIPAA and organizational privacy standards.

Contribute to continuous improvement efforts by surfacing recurring patient questions, process gaps, or campaign insights.

Perform additional duties as assigned to support team and organizational objectives.

Requirements

• High school diploma or equivalent required; bachelor’s degree preferred.
• 2+ years of experience in outbound phone-based roles such as inside sales, telephonic patient engagement, customer service, fundraising, or a similar patient- or consumer-facing position with measurable performance goals.
• Demonstrated success meeting or exceeding individual call or engagement metrics.
• Outstanding phone presence and communication skills—warm, uplifting, professional, and persuasive.
• Ability to clearly explain programs and services to patients in a way that is easy to understand and engenders confidence.
• Strong data entry and documentation skills with the ability to navigate multiple computer systems simultaneously.
• Proficiency with Microsoft Office applications and the ability to quickly learn internal systems.
• High attention to detail, strong organizational skills, and the ability to manage competing priorities effectively.
• Demonstrated empathy, compassion, and ability to engage patients with sensitivity during challenging healthcare situations.

Preferred Qualifications

• Working knowledge of the healthcare or durable medical equipment (DME) industry.
• Prior experience in patient engagement, health plan outreach, or care coordination roles.
• Bilingual or multilingual abilities.
• Familiarity with patient portal platforms or healthcare technology tools.

What Sets You Apart

• Patient-Focused: Builds rapport quickly and consistently delivers patient-centered interactions that drive adoption and loyalty.
• Results-Driven: Motivated by measurable outcomes—patient engagement rates, portal adoption, collection success—and takes personal ownership of performance.
• Effective Communicator: Adapts messaging naturally for diverse audiences, explaining complex healthcare programs in simple, reassuring terms.
• Action-Oriented: Approaches each call with urgency, energy, and a solution-driven mindset.
• Compassionate Advocate: Demonstrates genuine care for patients navigating challenging healthcare situations and represents Synapse Health with empathy and professionalism.
• Nimble Learner: Embraces feedback and coaching, applying insights quickly to elevate performance.
• Adaptable: Responds positively to evolving campaigns, priorities, and business needs.

Compensation

The pay range for this position is $20 – $23 per hour. This range reflects the anticipated compensation at the time of posting. Final compensation will be based on factors such as relevant experience, demonstrated skills, internal equity, and prevailing market conditions. Compensation discussions are encouraged throughout the hiring process.