PATIENT ENGAGEMENT SPECIALIST

Position Summary:

We're looking for a committed, professional full-time Patient Engagement Specialist for our Manhattan location. The ideal candidate is someone who is empathetic, friendly with excellent communication skills. The Patient Engagement Specialist will utilize referrals, CRM tools, etc. to enhance and increase patient engagement.

The major duties of the position include, but are not limited to:

Customer Service

Take inbound referrals (website, calls) from patients or health care organizations, describe Apicha services, schedule new patient intakes and refer to other services as needed.
Make follow-up outbound calls to prospective or existing patients to discuss Apicha’s services and schedule appointments
Effectively communicate the services offered by Apicha CHC.
Administration

Utilize phone, scheduling, and CRM tools to manage call results data and scheduling, ensuring the highest quality customer service in every interaction.
Leverage established conversation guides to engage, connect, and educate callers.
QI/QA

Make the required number of outbound calls/outreach to patients falling out of care.
Apply best practices in responding to callers’ questions and ensure high quality follow-up in responding to member inbound calls & voicemails.
Utilizes approved communications equipment and software to document patient call interactions and schedule intakes.
Practices excellent written, verbal, listening and interpersonal communication skills necessary to effectively interact with all levels of internal and external parties, to convey information correctly, manage difficult situations, and always represent Apicha CHC in the most favorable manner.

Qualifications:

High school diploma/GED required, college education preferred.
bi-lingual (Spanish or Mandarin) preferred.
Adept at learning and using computer systems
Familiarity with eClinical Works, Sales Force, Outlook.
Proficiency with managing phone conversation and navigating computer tools simultaneously and seamlessly.
Ability to work available shifts between 9:00 a.m. - 7:30 p.m. EST
Experience in customer service or sales role preferred
Strong written and oral communication skills including ability to communicate effectively with all level of patients and employees
Strong time management skills and keen eye to detail.
Ability to manage all situations in a calm and positive manner.