Patient Engagement Specialist (Patient Activator)

Patient Engagement Specialist (SetPoint Activator)

SetPoint Medical's Patient Engagement Specialist (SetPoint Activator) serves as the primary point of contact for patients exploring SetPoint Therapy, executing high-touch patient engagement across the patient journey, from initial inquiry through therapy activation and ongoing support.

The Patient Engagement Specialist is accountable for delivering a seamless, responsive, and empathetic patient experience across all touchpoints. This includes identifying and addressing friction points in real time, ensuring patients progress efficiently through the journey. This role acts as a critical link between patients and healthcare providers, ensuring continuity and follow-through across the patient journey. In a fast-paced start-up environment, this role will require professional verbal and written communication skills, the ability to excel under pressure, and excellent cross-functional collaboration with commercial teams and external stakeholders.

Requirements

• Serve as the primary point of contact for patients interested in SetPoint Therapy, managing inbound and outbound communication across phone, email, and other digital channels.
• Guide patients through the patient journey, from initial inquiry through connection with a treating rheumatologist and into therapy activation as needed, ensuring a seamless and supportive experience.
• Conduct initial screening conversations to assess patient alignment with approved indication criteria and direct appropriate next steps.
• Coordinate and execute warm handoffs to rheumatology practices, ensuring accurate and timely transfer of patient information.
• Proactively track patient progress following handoff, maintaining organized records and schedules to ensure timely follow-up, appointment confirmation, and resolution of delays in the referral process.
• Identify and resolve patient barriers or points of confusion, removing friction and ensuring forward progress in the patient journey.
• Respond to patient inquiries with urgency, empathy, professionalism, and clarity, ensuring a high-quality and consistent experience.
• Deliver an exceptional patient experience while adhering to established communication standards, ensuring interactions remain compliant, non-directive, and reinforce trust in both SetPoint Therapy and healthcare provider partners.
• Maintain accurate and timely documentation of all patient interactions within CRM systems, ensuring patient information is entered with a high degree of accuracy, attention to detail, and professionalism while handling sensitive patient data (PHI).
• Surface recurring patient feedback, friction points, and journey gaps to inform ongoing optimization of patient engagement programs.
• Collaborate with internal teams to ensure alignment with patient engagement workflows, communication standards, and regulatory requirements.

Minimum Qualifications

• Bachelor's degree in healthcare, communications, business, or a related field, or equivalent industry experience.
• 2-5+ years of experience in patient-facing, customer-facing, or care coordination roles within healthcare or related industries.
• Strong interpersonal and communication skills, with the ability to build trust and rapport with patients in a high-touch environment.
• Demonstrated ability to manage multiple workflows simultaneously while maintaining a high degree of accuracy, attention to detail and timely follow-through.
• Experience handling inbound and outbound communication across phone, email, and/or digital channels.
• Strong organizational and time management skills, with the ability to manage a high volume of patient interactions, maintain an accurate calendar, and ensure timely follow-up.
• Self-starter with the ability to operate independently while contributing to a collaborative, fast-paced team environment.

Preferred Qualifications

• Experience in medical device, specialty pharma, surgical, or broader healthcare environments.
• Clinical background such as RN, BSN, LPN, or other healthcare training, with a strong interest in patient engagement and coordination.
• Familiarity with chronic disease states and patient journey dynamics.
• Experience supporting patient onboarding, intake, referral coordination, or provider handoffs.
• Experience in high-touch roles requiring proactive follow-up and issue resolution (e.g., patient navigation, therapy support, customer success).
• Exposure to regulated environments and compliant patient communications.
• Experience identifying and communicating process improvements or patient experience insights.
• Familiarity with patient engagement CRM or engagement platforms (e.g., Courier Health, Salesforce Health Cloud, Veeva CRM, or similar systems).

Physical Requirements

• Ability to perform routine physical tasks, including lifting to 20 pounds.
• Comfortable working in a sitting position and performing repetitive tasks.

Work Location and Travel

• This position can be remote or located at the company headquarters in Valencia, CA.
• Minimal travel opportunities may be available based on interest and business need.
• Ability to work nontraditional hours, including early mornings, evenings, or adjusted schedules, to support patients across multiple U.S. time zones.
• Ability to work additional hours as needed to meet patient and business needs.

Company Description

SetPoint Medical is a commercial-stage medical technology company dedicated to improving care for people living with chronic autoimmune diseases.

Department: Marketing Reports To: Sr. Manager, Patient Engagement FLSA Status: Hourly, Non-Exempt Location: Remote

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Candidates must have and maintain authorization to work within the United States as a condition of employment.

We are proud to be an equal opportunity employer and we value diversity. SetPoint does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Salary Description $40 - $55/hour, depending on experience