Pod Engagement Specialist Float

About the role

The Pod Engagement Specialist (PES) Float position supports the Appalachia market. Candidates must reside in Eastern/Central Tennessee, Virginia, or West Virginia. The PES float serves as the liaison between patients and Pod clinicians, scheduling patient visits within the structured visit cadence, troubleshooting field clinician scheduling concerns, and implementing patient engagement or re‑engagement tactics. The role reports directly to the POD Market Manager, takes direction from POD leadership, and regularly interacts with peers, other departments, Pod leadership, Monogram Health leaders, patients, and internal/external customers. The selected individual will work remotely and is expected to demonstrate adaptability, empowerment, collaboration, ownership, compassion, and integrity.

Responsibilities

• Ensures Post‑Hospital Discharge Visits (PHDV) are scheduled within 72 hours of the patient’s discharge date.
• Responsible for scrubbing clinician calendars for the following week to ensure quality visits and optimize field staff calendars.
• Outreach patients with missed visits within the last 3 days to have the visit rescheduled.
• Completes visit reassignment for clinicians who are not available (out of office, transferred to a different role, or left the company); does not include same‑week reassignments.
• Adheres to scheduling criteria when reassigning a patient to another clinician.
• Performs various Pod assignments delegated by the direct supervisor on an as‑needed/requested basis as time allows.
• May be required to provide coverage to other Pods, Regions, etc., based on business need and may be required to change schedule.
• Participates in Pod huddles, which include the Market Manager, MAC, and POD leadership.
• Ability to work on site and adhere to attendance standards.

Requirements

• High School Diploma or GED required.
• Minimum of one (1) year of customer service, medical, scheduling, or other related experience; or six (6) months’ prior Monogram Health Engagement Specialist experience.
• Demonstrated verbal and written communication skills to communicate effectively and professionally with patients, clinicians, and others inside and outside the company.
• Ability to complete tasks within established timeframes.
• Demonstrated ability to multi‑task and adjust to changing priorities.
• Demonstrated technical proficiency to use and navigate multiple systems (e.g., Salesforce, Athena, Microsoft Office Suite, Doxy) and use of multiple computer screens.
• Ability to use critical‑thinking skills to solve basic to moderately complex system and/or staffing issues.
• Physical, Environmental, and Mental Requirements:
  • Visual acuity – 100% to read scripts, company literature, workflow guides, resources, electronic files, and patient demographics.
  • Hearing – 100% ability to hear and respond to phone calls, converse with patients, colleagues, and others.
  • Manual dexterity for repetitive motion 100% – essential for keyboarding, data entry, patient call documentation, dispositioning, and computer dialing as needed.
  • Sitting – 100%; Standing – 5%; Walking – 2%; On‑site position – 100%.

Benefits

• Comprehensive Benefits – Medical, dental, and vision insurance; employee assistance program; employer‑paid and voluntary life insurance; disability insurance; health and flexible spending accounts.
• Financial & Retirement Support – Competitive compensation; 401(k) with employer match; financial wellness resources.
• Time Off & Leave – Paid holidays; flexible vacation time/PSSL; paid parental leave.
• Wellness & Growth – Work‑life assistance resources; physical wellness perks; mental health support; employee referral program; Benefit Hub for employee discounts.