Patient Engagement Specialist

The Role:
The GGH Patient Engagement Specialist (PES) plays a critical role as the point of contact to engage patients and connect them to care. Successful PESs are excellent communicators, empathetic, and have a strong work ethic and desire to positively impact the quality of care delivered by GGH. They are welcoming and courteous, have superior active listening and critical thinking skills, and are comfortable with multitasking and problem-solving. Patient Engagement Specialists must also be able to relate to the geriatric population, build trust, and make them feel comfortable.

Typical duties of a Patient Engagement Specialist include: 
Outreaching to and scheduling patient home, telehealth, and in-clinic visits to complete their Annual Wellness Visits. These visits ensure patients receive timely preventative care and build care plans around existing health conditions
Accepting inbound calls from patients to schedule Annual Wellness Visits (AWVs)
Handling protected health information (PHI); and adhering to the general standards set forth by HIPAA
Partnering with GGH Nurse Practitioners (NP) to manage their day-to-day patient schedules, coordinating patient cancellations, reschedules, and add-ons with the NP.
Building a logical driving route for the GGH Nurse Practitioner to complete their home visits that optimizes the time the NP spends with their patients
Connecting with the geriatric population to build trust, answer questions, and make them feel comfortable, calm, and supported
Outreaching to patients to complete key preventative screenings (Colon Cancer Screening, Mammograms, Diabetic Retina scans, HbA1c, and more), documenting outreach and establishing follow through plan.
Building a strong positive relationship with GGH Nurse Practitioners and maintaining professional communications with our client partners and Nurse Practitioners
Coordinating referrals and activities for high-risk programs
Maintaining collaborative relationships with clinicians and the leadership team to help develop new programs to improve patient engagement
Other duties as assigned

Key Success Outcomes for Patient Engagement Specialists
Completing 50-100 outbound calls per day
Achieving conversion rate expectations
Building and maintaining strong professional relationships with the PES team and GGH Nurse Practitioners
Timely, accurate and thorough documentation
Meeting and exceeding call quality standards

Requirements 
1-2 years of post-high school education or a degree from a two-year college
1-3 years of experience working in standard operating systems (Windows, MS Word, MS Excel, Internet, and other applicable systems.)
1-3 years of experience working in a call center, preferably sales related.
Excellent verbal and written communication skills
Outstanding phone skills with sensitivity towards protected health information (PHI).
Must be organized, detail-oriented, and be able to multi-task
Must be adaptable and a team player
Professionalism in appearance, communication, and demeanor
Must be able to work independently with limited supervision
Solid problem-solving skills

Preferred 
Healthcare experience in a patient-facing role (Strongly Preferred)
Basic Excel skills to be able to navigate, data entry, filter, and sort data
1+ years of experience with Medicare/Senior population
1+ years of call center experience and managing phone queues
Experience with HEDIS Gap Closure
Phone sales experience
Strong preference for bilingual (English/Spanish)