Patient Engagement Specialist

As a Patient Engagement Specialist, you are responsible for supporting both patients and clinical care team members with engagement efforts. Patient Engagement Specialists will play a critical role in ensuring that patients achieve initial activation and ongoing engagement with Evergreen Nephrology and their local care teams.

The Patient Engagement Team will partner with our market operations teams across the US to ensure patients are actively engaging in their care, working with their interdisciplinary care team, and achieving their kidney care and overall care goals. In this role, you will have the opportunity to work closely with Senior Leadership at Evergreen to build the foundation of our contact center.

While this position is fully remote, you will support patients in all time zones Monday-Friday 8:30a-5p (CST preferred).

Role Responsibilities

Some responsibilities may vary, but this role's primary duties include the following:

• Manage a high volume of outbound and inbound new patient onboarding calls
• Build trust with patients and clinical care team members through exceptional omnichannel customer service
• Actively listen during patient conversations to activate personalized support for new patients and provide appropriate next steps including visit scheduling
• Work in collaboration with interdisciplinary care team members (nephrologist, practice staff, nurse care managers, advanced practice providers, social workers, and dieticians)
• Assist with patient and practice administrative requests such as new patient onboarding outreach, connection to their local care team, scheduling assistance, intake of patient complaints, and other needs
• Assist with building new workflows, processes, and documentation related to contact center operations
• Execute engagement initiatives to help achieve strategic goals related to Clinical Excellence, Clinical Quality, and Patient Engagement
• Other duties consistent with this role, as assigned.

Required Qualifications

• High School diploma or GED required; Bachelor’s Degree preferred
• 3+ years of patient support engagement or customer service experience in a healthcare environment working directly with patients; startup experience is a plus
• Demonstrated sales aptitude and are energized by the opportunity to successfully navigate conversations with new patients who are learning about Evergreen’s care model for the first time
• Experience managing workload to achieve defined metrics or targets, and are bold enough to speak up when assistance is needed
• Experience in a team-based service environment
• Demonstrate genuine curiosity when engaging with patients and excel at conversational intelligence
• Excellent verbal and written communication skills
• Experience with Medicare and/or kidney care population is a plus
• Bilingual (Spanish/English) fluency is a plus
• Intermediate skills with MS Office Suite of products including Outlook and Teams
• Able to work effectively in a primarily remote environment:
  • Home internet must support a minimum download speed of 25 Mbps and upload speed of 10 Mbps. Cable, Fiber, or DSL connections hardwired to the internet device are recommended
  • Evergreen will provide remote employees with telephony applications and equipment to meet the business requirements for their role
  • Employees must work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information