Drive the success of the Patient Engagement Specialist team, focusing on coaching and meeting key performance indicators. Take ownership of the team, ensuring expertise in patient activation and exceeding goals. Monitor, coach, and identify improvements to scale operational excellence. Create best-in-class patient experiences as the patient ambassadors.
Manages casework throughout assigned regions, acting as the first point of contact for account questions, escalations, and urgent requests, guiding difficult cases and the role will require some travel to collaboration and successful completion of projects.
Effectively engage members in Care Management via telephonic interactions. Complete necessary assessments and questionnaires with members to identify health risks. Coordinate assistance for members needing doctor’s appointments. Address barriers to various health screenings and connect members with resources to close any gaps in care. Help members retain and access benefits. Service both inbound and outbound calls.
Conduct outbound welcome calls to patients across multiple time zones, following a structured multi-week outreach cadence. You will complete 40+ patient enrollments per week and place and document 100+ call attempts weekly. Use provided scripts and workflows to deliver high-quality, empathetic patient interactions that foster trust and engagement.