Patient Engagement Specialist

Job Description

Job Description

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Vision insurance

Genesis Health Clubs is a privately owned, rapidly expanding health club headquartered in Wichita, Kansas. With a focus on delivering results-driven training models, we are committed to providing our members with the best customer service and supporting them in achieving their health and fitness goals. Currently, with 80+ locations across 13 states, Genesis Health Clubs is dedicated to offering cutting-edge programs and top-tier facilities to ensure our members receive an exceptional fitness experience.

In line with our growth, we are excited to announce the creation of a new division within the Physical Therapy space and the establishment of a Patient Engagement Specialist.

The Patient Engagement Specialist is responsible for managing patient communication and strengthening the connection between patients and the practice. This role focuses on responding to inbound inquiries, supporting scheduling needs, and proactively re-engaging patients who have missed appointments or become inactive.

The position is designed to ensure a consistent, positive patient experience from the first interaction through continued care while supporting practice growth through improved patient retention and appointment conversion.

Key Responsibilities

Patient Communication and Engagement

• Manage and respond to inbound patient inquiries through phone, email, and digital platforms.
• Provide timely, professional communication to patients seeking information, scheduling assistance, or support.
• Serve as a primary point of contact for patients during their early engagement with the practice.

Patient Re-Engagement

• Identify patients who have missed appointments, canceled visits, or become inactive.
• Conduct structured outreach to re-engage patients and encourage continuation of care.
• Educate patients on the benefits of ongoing treatment and appropriate follow-up.

Appointment Scheduling and Conversion

• Assist with scheduling new patient appointments and follow-up visits.
• Convert inquiries and leads into scheduled appointments.
• Ensure scheduling accuracy and maintain efficient clinic utilization.

Patient Experience Support

• Ensure every patient interaction reflects the organizations commitment to high-quality care and service.
• Address patient concerns and escalate issues when appropriate.
• Maintain a welcoming and supportive experience for patients throughout their care journey.

Data Tracking and Performance Metrics

• Track outreach activities, appointment bookings, and engagement outcomes.
• Monitor patient engagement metrics and contribute to performance improvement initiatives.
• Participate in monthly performance reviews related to booking and engagement goals.

Required Qualifications

• High school diploma or equivalent required; associate or bachelors degree preferred.
• Prior experience in customer service, healthcare administration, patient engagement, or call center operations preferred.
• Strong communication and interpersonal skills.
• Ability to manage multiple communication channels and maintain organized records.
• Comfortable working with electronic medical records (EMR) systems and scheduling platforms.
• Strong attention to detail and follow-through.

Core Competencies

• Patient-centered communication
• Organization and time management
• Professionalism and discretion
• Problem-solving and adaptability
• Goal-oriented performance