Patient Engagement & Case Management Specialist

Job Description

Job Description

ICT Patient Engagement & Case Management Specialist

Position Overview

The ICT Patient Engagement & Case Management Specialist plays a critical role in supporting patients after their Emergency Department (ED) discharge.

This team member is responsible for contacting patients, confirming or scheduling follow-up appointments, guiding them through the medical process, addressing questions, and connecting them with available healthcare resources as needed.

The ideal candidate is compassionate, detail-oriented, and thrives in a fast-paced, patient-centered environment.

Key Responsibilities

Patient Outreach

• Proactively contact patients post-ED discharge via phone, text, or secure messaging.
• Confirm or schedule follow-up medical appointments.
• Ensure patients understand their next steps in the care process.

Case Management

• Serve as the primary point of contact for assigned patients.
• Guide patients through the continuum of care.
• Coordinate follow-up services including:
• • Physical Therapy
  • Imaging (MRI, CT, X-Ray)
  • Specialist Consultations
  • Surgical Consultations
  • Other recommended healthcare services

Insurance & Resource Support

• Answer patient questions regarding insurance coverage and available healthcare resources.
• Identify barriers to care and connect patients with appropriate support services.
• Assist patients in navigating healthcare systems and scheduling needs.

Documentation

• Accurately document all patient interactions, appointment details, and case updates within the designated EMR or CRM system.
• Maintain complete and timely records.

Patient Education

• Provide clear explanations regarding:
• • Care plans
  • Follow-up recommendations
  • Appointment expectations
  • Available healthcare services
• Promote patient understanding and compliance with treatment recommendations.

Collaboration

• Coordinate with physicians, healthcare providers, scheduling teams, and operational staff to ensure a seamless patient experience.
• Communicate effectively across departments to support continuity of care.

Quality Improvement

• Participate in team meetings and training sessions.
• Contribute ideas and feedback to improve patient engagement and operational workflows.

Required Skills & Qualifications

Education

• Associate or Bachelor's degree in Healthcare Administration, Social Work, Case Management, Nursing, Public Health, or a related field preferred.

Experience

• 1–3 years of experience in:
• • Patient Outreach
  • Care Coordination
  • Case Management
  • Healthcare Customer Service
  • Medical Call Center Operations

Communication

• Exceptional verbal and written communication skills.
• Ability to explain healthcare information in a patient-friendly manner.

Customer Service

• Demonstrated compassion, patience, professionalism, and commitment to delivering an outstanding patient experience.

Organizational Skills

• Strong attention to detail.
• Ability to manage multiple patients and tasks simultaneously.

Technical Skills

• Experience using:
• • Epic EMR (preferred)
  • Other EMR systems
  • CRM software
  • Microsoft Office Suite

Problem-Solving

• Ability to identify barriers to care and develop solutions to improve patient outcomes.

Compliance

• Understanding of HIPAA regulations and patient confidentiality requirements.

Success Metrics

• Patient Contact Rate: Percentage of discharged patients successfully reached within 24 hours.
• Appointment Conversion Rate: Percentage of follow-up appointments confirmed or scheduled.
• Patient Retention Rate: Percentage of patients completing recommended treatment plans.
• Patient Satisfaction Scores: Feedback received through surveys and follow-up interactions.
• Documentation Accuracy: Complete and timely EMR documentation.
• Case Completion Rate: Percentage of cases successfully managed through completion of recommended services.

Preferred Qualifications

• Experience working in:
• • Hospital Systems
  • Emergency Departments
  • Urgent Care Centers
  • Medical Practices
  • Healthcare Navigation Programs
• Experience with workers' compensation, auto injury, or specialty care coordination is a plus.
• Bilingual candidates strongly preferred:
• • Spanish
  • Arabic
  • Other languages

Schedule

Full-Time

Monday – Friday

Available Shifts

• 8:00 AM – 4:30 PM
• 11:00 PM – 7:30 AM

Part-time opportunities may be available for qualified candidates.

Location

6187 S. Archer Ave
Chicago, IL 60638

Compensation

Base Salary annually

Performance Bonuses

Bonus tracking will be reviewed and approved by management.

Growth Opportunity

Compensation will be evaluated within the first six months based on performance.

Benefits

(For Full-Time Employees)

• Health Insurance (50% employer contribution after 90 days)
• Dental Insurance
• Vision Insurance
• AFLAC Coverage (available after 90 days)
• 5 Paid Sick Days Annually
• 2 Weeks Paid Vacation After 1 Year
• 401(k) Program:

Up to 4% Company Match After 1 Year