Patient Engagement Representative

PRIMARY FUNCTION:


The Patient Engagement Representative is responsible for proactively engaging patients through targeted outbound outreach to increase access to care, promote preventive and recommended healthcare services, and convert outreach opportunities into scheduled appointments.


This is a specialized healthcare engagement role that combines patient-centered communication with consultative sales and outreach techniques. The Patient Engagement Representative builds trust and rapport with patients, identifies barriers to care, communicates the value and importance of recommended healthcare services, addresses questions and objections, and guides patients toward taking appropriate action.


The primary focus of the role is to successfully engage patients who may be overdue for care, difficult to reach, newly assigned to the organization, or otherwise at risk of becoming disengaged from their healthcare provider. Representatives are expected to effectively influence patient behavior while maintaining empathy, professionalism, and a patient-centered approach.


Success in this position is measured through patient engagement, appointment scheduling and conversion rates, outreach productivity, quality, and the representative's ability to contribute to organizational patient retention, access, and healthcare quality goals.


ESSENTIAL DUTIES AND RESPONSIBILITIES


This list may not include all of the duties that may be assigned.

1. Conduct proactive outbound outreach to targeted patient populations through phone calls, text messaging, and other approved communication channels to promote recommended healthcare services and appointment scheduling.

1. Utilize consultative sales and patient engagement techniques to understand patient needs, communicate the value of recommended care, and motivate patients to schedule appointments or take appropriate healthcare actions.

1. Identify and address patient objections, concerns, and barriers to care through effective questioning, active listening, education, and solution-oriented communication.

1. Convert patient outreach opportunities into scheduled appointments by effectively communicating appointment availability, recommended services, and the importance of timely preventive and follow-up care.

1. Conduct follow-up outreach and multiple contact attempts when appropriate to improve patient engagement and appointment conversion.

1. Engage patients who are overdue for preventive care, have care gaps, are newly assigned to the organization, have not established care, or are at risk of becoming disengaged from their healthcare provider.

1. Support patient retention and continuity of care by strengthening the relationship between patients, providers, and the healthcare organization.

1. Assist patients with Primary Care Provider (PCP) assignment or reassignment when applicable and facilitate appropriate next steps to establish care.

1. Accurately document outreach attempts, patient interactions, barriers to care, appointment outcomes, and other required information in designated systems and platforms.

1. Utilize patient engagement technology, CRM platforms, scheduling systems, electronic health records, dialers, and other digital communication tools to manage outreach activities and patient interactions.

1. Manage assigned patient populations and outreach campaigns while meeting established productivity, quality, appointment conversion, and patient engagement performance expectations.

1. Apply appropriate communication strategies based on patient population, age group, healthcare needs, campaign objectives, and previous outreach history.

1. Maintain knowledge of organizational services, scheduling processes, preventive care recommendations, patient engagement strategies, and healthcare communication best practices.

1. Collaborate with clinical teams, operations, quality, managed care, and other departments to address barriers to care and improve patient engagement outcomes.

1. Maintain patient confidentiality and comply with all applicable organizational policies, healthcare regulations, and privacy requirements.

1. Participate in training, coaching, quality monitoring, and performance improvement activities designed to strengthen patient communication, engagement, and appointment conversion skills.

1. Perform other duties as assigned, including cross-training in other Patient Engagement functions.

QUALIFICATIONS


EDUCATION: High School Diploma or equivalent required.


REQUIREMENTS


Two to three years of experience in healthcare outreach, patient engagement, appointment scheduling, care coordination, inside sales, customer retention, member engagement, or a similar performance-driven environment preferred.


Experience conducting proactive outbound outreach and working toward appointment scheduling, conversion, retention, or engagement goals strongly preferred.


Healthcare experience is preferred due to the importance of communicating with patients in an empathetic, professional, and patient-centered manner.


KNOWLEDGE, SKILLS AND ABILITIES

• Strong English/Spanish communication

• Excellent communication and interpersonal skills, with the ability to interact effectively with patients, staff, and healthcare providers

• Strong consultative sales, persuasion, and influencing skills, with the ability to motivate patients to take action without using high-pressure sales tactics.

• Strong interpersonal skills and the ability to build rapport and trust with patients, families, and healthcare professionals.

• Empathy and compassion for patients and their families, with a commitment to providing patient-centered care.

• Proficiency in utilizing technology and digital platforms for patient engagement initiatives

• Flexibility and adaptability to meet the changing needs and priorities of patients and healthcare organizations.

• Ability to multi-task in a fast paced environment while meeting established production and quality goals/metrics.

• Strong organizational skills, with ability to effectively prioritize work on a daily basis and follow up on open items in a timely manner.

• Demonstrates ability to work well in a team environment.

• Advanced proficiency in Microsoft Excel (or equivalent application).

• Basic proficiency in Microsoft Word and PowerPoint (or equivalent applications).

TYPICAL WORKING CONDITIONS

• Non-Patient-facing

• Full-time rotate working in the office and remote

• Indoor work; professional office environment

• Operating Computer

• Reach Outward

• Requires manual dexterity sufficient to operate a keyboard, type at 35 wpm, operate copier, and other office equipment

• May require sitting or standing for long periods, including stooping, bending, and stretching

• Lifting up to 10lbs

PERFORMANCE REQUIREMENTS


Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations.