Patient Engagement & Acquisition Specialist

Patient Engagement & Acquisition Specialist

Greater Good Health is a community of healthcare providers, operators, and builders whose mission is to address health disparities and reimagine senior healthcare. To do this, we partner with payers to bring value-based primary care to underserved communities and work alongside risk-bearing organizations to develop innovative, value-based clinical programs all designed exclusively for older adults and their unique healthcare needs. Grounded in our mission and core values, we are building a better, simpler healthcare experience for the patients we serve and the providers who care for them. While providing more access to care, we understand that Nurse Practitioners need optimal work-life alignment to provide the best care for the greater good. GGH's goal is to support the modern-day healthcare professional to live fully in both their professional and personal lives.

The role:

Reporting directly to Greater Good Health's AVP, Marketing, the Patient Engagement & Acquisition Specialist plays a key role in converting prospective leads into new patients. This person will serve as the first point of contact for individuals and families interested in our services, delivering an exceptional experience that builds trust and encourages them to engage in our primary care services. The ultimate goal of this role is to guide and influence prospective patients through the decision-making process and ensure they take the next step to become an active patient with Greater Good Health.

Responsibilities include, but are not limited to:

• Handle inbound inquiries from prospective patients and their families with the goal of converting them into a new patients. This includes delivering a best-in-class patient experience, and beginning to build a trusting, long-lasting relationship. Inbound inquiries may come through various channels, including:
• Phone calls
• Form submissions
• Emails
• Text messages
• Leverage all available tools and resources to support prospective patients and their families throughout their decision-making journey and ensure a smooth transition into care. This includes:
• Connecting leads to licensed insurance agents when they have questions about plan options.
• Guiding leads toward relevant in-clinic events, clinic tours or resources that support their healthcare journey
• Perform proactive outreach to lists of eligible patients from a variety of lead sources, including marketing campaigns, community events, and partner organizations.
• Support new patients in scheduling and preparing for their first visit with the goal of ensuring that the patient feels comfortable, prepared, and shows up for their first appointment. Pre-appointment support could include:
• Making a reminder phone call one day before first appointment
• Supporting with the completion of pre-visit paperwork
• Ensuring the patient has a mechanism to get to the appointment and has information about parking
• Working with clinic staff to make them aware of any unique needs of the patient (e.g., if they will need support getting from their car into the clinic)
• Triages other types of inbound inquiries to the appropriate team members. These inquiries may be from patients, pharmacies, specialists, or insurance companies.
• During times of high call volume, provide overflow support for the clinics to ensure that existing members are supported and taken care of.
• Promote and support a premier patient & partner experience through empathy, active listening, collaboration, and professionalism.

What will make you successful in this role?

• Strong focus and commitment to building relationships, supporting people, and creating value.
• Fierce advocacy for patients and their families and a dedication to always doing the right thing for others, even when it's hard or time consuming.
• Orientation towards results and outcomes. We want to help as many people as possible and deliver the best experience. Some key performance indicators of this role will include:
• New patient scheduling rate
• Call abandonment rate
• Net promoter score
• Number of calls handled per day
• Excellent communication, active listening, and motivational interviewing skills.
• Strong attention to detail and consistency of work output.
• Hustle, grit, and resilience. We are building and growing fast. Not everything will be perfect, and we need team members who are excited to help us learn and shape how we engage patients.
• Positive energy and a passion for creating community.

Experience and Qualifications:

• High School Diploma or equivalent (Required)
• 2-3+ years of experience in a healthcare setting, preferably in a patient-facing capacity (Required)
• 1+ years of sales or community outreach experience (Required)
• Proven track record in learning and using technology platforms, including Customer Relationship Management (CRM), Electronic Health Record (EHR), and telephony systems (Required)
• Exceptional listening skills and ability to connect with patients (Required)
• Experience working with the senior population (Preferred, not Required)

Perks and Benefits:

• Competitive Compensation Package
• Comprehensive Medical, Dental, and Vision Benefits
• Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs) available
• Paid Time Off and Parental Leave
• 401K Program with Company Match
• Monthly Phone/Internet Reimbursement
• Wellness Resources
• Comprehensive Life and AD&D Coverage
• Employee discount savings program
• Voluntary Insurance plans

Don't check off every box in the requirements listed above? Please apply anyway! Studies have shown that marginalized communities - such as women, LGBTQ+ and people of color - are less likely to apply to jobs unless they meet every single qualification. GGH is dedicated to building an inclusive, diverse, equitable, and accessible workplace that fosters a sense of belonging so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still consider applying. You may be just the right candidate for this role or another one of our openings!