Patient Engagement Specialist - Full Time

Patient Engagement Specialist

Since 1971, Wilmington Health has been committed to the care and health of our community in Wilmington as well as all of Southeastern North Carolina. Wilmington Health is structured as a multi-specialty medical practice with primary care providers integrated into the system. In this way, Wilmington Health is able to provide a comprehensive and coordinated approach to the care of all our patients. Wilmington Health is committed to using collaborative, evidence-based medicine in providing the highest quality of care to the patients we serve.

A patient engagement specialist is responsible for providing expert customer support to patients virtually or over the phone. This role will help State Health Plan patients navigate the healthcare system, find appropriate levels of care, and support with admissions and discharges to local hospital systems.

Essential Duties/Responsibilities:

• Speak to State Health Plan members over the phone to schedule appointments, navigate the healthcare system, and coordinate admissions and discharges from local hospitals
• Coordinate patient needs across all primary care and specialty care departments within Wilmington Health
• Call patients after hospital discharge to appropriately schedule follow up appointments
• Ensure State Health Plan patients have referrals set up appropriately in EHR and state portal systems
• Maintain effective communication across clinical and non-clinical departments to ensure patients' needs are met
• Posses strong problem-solving skills, technical expertise, and a customer-focused approach, with a high level of professionalism in handling sensitive medical information
• Help patients understand the appropriate level of care based on clinical issues
• Accurately record patient information and communications in EHR system
• Responsible to respond to/triage patient phone calls and messages as appropriate
• Performs other duties as assigned within the scope of practice for their license/certification

Qualifications:

Required:

• Active CMA/RMA/LPN Certification from an accredited association
• Successfully completed and passed an accredited Associates Degree program in Medical Assisting or an accredited CMA program
• Proficiency in Microsoft Office Suite
• Excellent customer service skills
• Ability to use a computer, laptop camera, headset, and other office equipment to speak to patients over the phone and through virtual software

Preferred:

• 2+ years clinical experience

ADA Physical Demands:

Rarely (Less than .5 hrs/day) Occasionally (0.6 2.5 hrs/day) Frequently (2.6 5.5 hrs/day) Continuously (5.6 8.0 hrs/day)

Physical Demand - Required? - Frequency

Standing - Occasionally

Sitting - Continuously

Walking - Occasionally

Kneeling/Crouching - Rarely

Lifting - Rarely

Competencies:

General:

1. Analytical Skills
2. Goal Oriented
3. Independence
4. Data Analysis, Entry, and Reporting
5. Communication/Interpersonal Relationships
6. Organizational Skills/Time Management
7. Professionalism/Integrity/Responsibility
8. Teamwork/Collaboration
9. Process Focus
10. Dependability/Punctuality
11. Judgment/Decision Making/Problem Solving
12. Quality/Quantity
13. Initiative/Efficiency