Patient Engagement Specialist

Job Description

Job Description

Description:

About CloseKnit

At CloseKnit, our mission is to make healthcare more convenient, connected, and human. We are committed to creating an exceptional patient experience by helping patients easily access the care, information, and support they need throughout their healthcare journey.

Position Summary

The Patient Engagement Specialist serves as a key point of contact between CloseKnit and our patients. This position is responsible for supporting patients with scheduling, care coordination, general inquiries, outreach, and navigation of healthcare services while providing a professional, compassionate, and efficient experience.

The ideal candidate is highly organized, comfortable working in a fast-paced healthcare environment, and skilled at communicating with patients by phone and through electronic communication channels. This role requires strong customer service skills, attention to detail, and the ability to manage multiple priorities while protecting patient confidentiality. The schedule will be Monday - Friday 7:00 AM - 3:30 PM, 7:30 AM - 4:00 PM, 8:00 AM - 4:30 PM, or 8:30 AM - 5:00 PM.  

Essential Duties & Responsibilities

• Serve as a primary point of contact for patients by phone, electronic messaging, and other communication channels.
• Provide courteous, professional, and patient-focused service during every interaction.
• Assist patients with scheduling, rescheduling, and canceling appointments.
• Help patients navigate available CloseKnit services and connect them with the appropriate clinical or administrative team.
• Conduct outbound patient outreach related to appointments, follow-up care, preventive health needs, outstanding requests, or other patient engagement initiatives.
• Respond to patient questions and resolve routine concerns within established workflows.
• Escalate clinical questions, urgent concerns, complaints, or complex issues to the appropriate team member.
• Verify and update patient demographic, contact, and insurance information as needed.
• Document patient interactions accurately and promptly within the electronic health record and other applicable systems.
• Support care coordination efforts by communicating with providers, clinical staff, practice teams, and other departments.
• Assist with referrals, medical record requests, patient forms, and other administrative needs when applicable.
• Monitor assigned work queues, messages, tasks, and patient requests to ensure timely follow-up and resolution.
• Maintain knowledge of CloseKnit services, workflows, policies, and patient resources.
• Maintain patient confidentiality and comply with HIPAA and all applicable organizational policies.
• Meet established productivity, quality, responsiveness, and patient-service expectations.
• Participate in training, team meetings, workflow improvements, and patient experience initiatives.
• Perform other duties as assigned based on operational and patient needs.

Requirements:

 

Qualifications Required

• High school diploma or equivalent.
• At least 1 year of experience in healthcare, medical scheduling, patient services, customer service, call center operations, or a similar patient-facing environment.
• Strong verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to communicate professionally and empathetically with patients from diverse backgrounds.
• Ability to manage a high volume of calls, messages, tasks, and competing priorities.
• Strong attention to detail and organizational skills.
• Basic proficiency with computers, Microsoft Office, and web-based applications.
• Ability to learn and navigate electronic health record systems and other healthcare technology.
• Ability to maintain confidentiality and appropriately handle protected health information.

Preferred

• Previous experience in a medical office, primary care practice, patient access center, healthcare call center, or centralized scheduling environment.
• Experience working with an electronic health record such as Athenahealth or a comparable platform.
• Experience with patient outreach, care coordination, referrals, insurance verification, or medical records.
• Knowledge of medical terminology.
• Bilingual or multilingual communication skills.

Key Competencies

• Patient-centered service
• Communication
• Empathy and professionalism
• Organization and follow-through
• Attention to detail
• Problem-solving
• Adaptability
• Team collaboration
• Accountability
• Time management

What Success Looks Like

A successful Patient Engagement Specialist consistently provides patients with timely, accurate, and compassionate support. They take ownership of patient requests, communicate effectively with internal teams, maintain accurate documentation, and help ensure patients experience a seamless connection to CloseKnit services.

Work Environment

This position may operate in a remote, centralized, or office-based environment depending on departmental needs. The role requires regular computer and telephone use and may involve extended periods of sitting and working across multiple electronic systems.

Employees working remotely must maintain a professional workspace, reliable high-speed internet access, and an environment appropriate for confidential patient communication.

Equal Employment Opportunity

CloseKnit is committed to providing equal employment opportunities to qualified individuals and maintaining a workplace that values professionalism, respect, and inclusion.