Recovery Patient Engagement Associate II

About the role

The Recovery Patient Engagement Associate II will work collaboratively on the Patient Engagement Team and have shared accountability for enrolling and re-engaging children and caregivers into Imagine Pediatrics’ program.

Responsibilities

• Perform telephonic outreach to caregivers of attributed patients to enroll children in care, support seamless onboarding, and re-engage those who missed their initial onboarding visit or have not utilized services post-onboarding.
• Handle inbound phone calls from caregivers, health plan service coordinators, and hospital discharge planners as part of the enrollment and re-engagement process.
• Drive re-engagement and enrollment outcomes through high-volume outbound outreach, securing enrollments during live patient calls, completing efficient warm handoffs, and coordinating appropriate and timely scheduling, while consistently meeting performance expectations tracked through call productivity, conversion rates, and engagement metrics.
• Conduct thorough research on both attributed and enrolled patients to better understand healthcare needs and utilization, uncover potential barriers to enrollment or re-engagement, and identify effective strategies to engage caregivers.
• Leverage relationships with healthcare professionals to support re-engagement of enrolled patients, collaborating closely with Community Health Workers, Outreach Specialists, RNs, and other cross-functional team members.
• Collaborate with Provider Engagement Specialists to conduct embedded outreach (e.g., on-site at PCP offices, residential facilities) when appropriate to support enrollment and engagement efforts.
• Develop deep knowledge of the Supplemental Security Income (SSI) program and conduct targeted outreach to caregivers who may be eligible.

Requirements

• 2+ years of healthcare experience in care coordination, community health, patient engagement, customer service, or sales.
• Proven success in a centralized contact center environment.
• Strong aptitude for documentation; prior experience with a CRM platform is a plus.
• Excitement to be part of a tight-knit team with shared accountability for enrollment; excellent collaboration skills.
• Stellar active listening and communication skills; ability to tailor value proposition to various audiences with different needs and overcome more complex objections.
• Strong ability to build trust & relationships with key stakeholders, including caregivers & other healthcare organizations.
• Passion and aptitude for research and data mining; strong critical thinking and creative problem-solving skills.
• Ability to function with a high level of autonomy.
• Access to reliable transportation; willingness to spend time in the field when necessary.
• Reliable internet access required.
• Bilingual Spanish required.

Qualifications

• First and foremost, you’re passionate and committed to creating the healthcare experience that our sickest children and their caregivers deserve.
• You want an active role in building a diverse and values-driven culture.
• Things change quickly in a startup environment; you accept that and are willing to pivot quickly on priorities.

Skills

• Strong communication and interpersonal skills.
• Excellent organizational and time management skills.
• Ability to multitask and prioritize effectively.
• Proficiency in Microsoft Office Suite.

Benefits

• Competitive medical, dental, and vision insurance.
• Healthcare and Dependent Care FSA; Company-funded HSA.
• 401(k) with 4% match, vested 100% from day one.
• Short and long-term disability insurance.
• Life insurance at 1x annual salary.
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays.
• Paid new parent leave.

Pay

The role offers an hourly range of $24-$26 per hour in addition to an annual bonus incentive, competitive company benefits package, and eligibility to participate in an employee equity purchase program (as applicable).

Schedule

Remote with 10%-15% travel to provider offices.