Telephonic Patient Engagement Specialist

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At AMC Health, we practice advanced virtual caregiving. Using a whole-person care approach, we go beyond simply monitoring patients to enhancing all aspects of their care, including medical health, mental health, health literacy, and health equity.

Our solution provides critical guidance at every step of the clinical care process - from enrolling patients to daily monitoring to timely interventions -- to help deliver the best possible outcomes Nurtured through an unparalleled trove of proprietary patient data, out platform's advanced machine learning models collect and analyze data in real time to optimize clinical workflows and efficiently stratify risk. We enable clinicians to be clinicians -- maximizing their medical expertise — and help patients heal in the comfort of their home.

The Telephonic Patient Engagement Specialist is responsible for new patient enrollment and remote installation of their Bluetooth connected monitoring devices. The position is critical to drive the growth of the organization and meet enrollment commitments to our clients. The role focuses on telephonic outreaches to newly referred prospective patients to promote our remote healthcare monitoring services for chronic conditions, addressing inquiries, gathering feedback, and registering qualified patients. You are the first person our prospective patients interact with at AMC Health. Your mission is to develop a deep level of trust and empathy with patients in the most vulnerable chapter of their life, understand their needs, engage with them on how we can best support them and their families, and coordinate their enrollment with AMC Health.

Essential Job Functions:

• Learn new products and service specifications and explain our programs accurately and concisely to prospective patients
• Outreach to newly referred prospective patients to encourage their participation in our Remote Patient Monitoring services by providing information about the program, outlining program features/value, and explaining available services
• Ensure qualified patients are registered and ultimately enrolled into the proper care management program
• Handle patient and client inquiries and disposition appropriately by determining service requirements
• Perform all work in accordance with the Business requirements, department procedures and work instructions
• Document interactions accurately and comprehensively based on the standards of practice and current organization policies
• Meet key performance metrics and SLAs including calls per day, registration success rates, quality, enrollment retention, and others as defined by management, based on business need
• Escalate unresolved patient or care coordinator issues to management team, as appropriate
• Support escalated issues through to completion
• Perform other tasks as assigned by Management such as assisting patients with remote installation of assigned devices over the phone

Competencies Required for Position:

• Thrive in a performance-based organization that requires individuals to be proactive, results-oriented, and focused on continuous improvement.
• Strong organizational and time management skills are critical
• Ability to work independently in a remote setting while ensuring assigned tasks and goals are met
• Excellent attention to detail, strong verbal and written communication skills are essential
• Must be comfortable receiving and handling a high volume of inbound/outbound calls daily
• Demonstrated active listening and motivational interviewing skills
• Ability to quickly establish rapport and trust with prospective patients, family members and caregivers by being persuasive and relatable
• Bilingual (Spanish preferred)

Experience/Education/Computer Proficiency Requirements:

• High school diploma; Associate degree preferred
• Track record of successful healthcare related patient engagement, or telesales experience
• Preferred experience in acquiring patients (sales) in a healthcare environment
• Minimum of two (2) years' experience in a call center/contact center environment
• Strong computer skills, including ability to access internal resources, navigate multiple computer programs, quickly learn new tasks and effectively troubleshoot basic computer issues
• Working knowledge of Bluetooth and tablet/modem functionality preferred
• Ability to type a minimum of 30 WPM while talking with the member/patient

Physical Demands & Work Environment:

• Home office that is conducive to a productive work day; must be private, quiet and secure; free of distractions
• Internet access must meet minimum requirements

Disclaimer:

The above statements are intended to indicate the general nature and level of work performed by employees within this position. They are not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, skills, and qualifications required of employees assigned to this job.

AMC Health is an equal opportunity and affirmative action employer and ensures that all qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, national origin, disability or veteran status.

Job Type: Full-time

Pay $18.00/hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: Remote

AMC Health is an equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable.