Health Engagement Specialist
National Hardgoods Distributors, New York, New York, United States
Health Engagement Specialist, you will play a key role in connecting patients with the care they need. You will need to demonstrate strong communication skills, the ability to overcome objections, and an understanding of the healthcare system. Reporting to the Central Director of Care Operations, you will work closely with internal teams to engage patients and support them gaining access to preventive care services.
Responsibilities Conduct a high volume of outbound calls to patients, including many who have not previously encountered Diverge Health. Field inbound calls from patients responding to outreach from either Diverge Health or referrals from their primary care provider, or from primary care providers attempting to coordinate patient services with Diverge Health. Identify and support patients who are overutilizing the emergency room by guiding them toward more appropriate care options. Reach out to patients undergoing care transitions (e.g., from hospital to home following a hospital discharge) to ensure they have follow-up care in place, educate patients about the importance of preventive care and the need for regular visits with their provider. Assist patients in scheduling appointments, navigating care options, and resolving barriers to access. Build trust with patients and tailor conversations to meet their individual needs. Maintain accurate and organized records of patient interactions using CRM systems (e.g., Salesforce). Meet or exceed daily outreach and engagement performance metrics.
Qualifications 1-2 years of experience in patient engagement, outreach, or customer service in a healthcare setting Strong communication and interpersonal skills with the ability to build trust quickly A high level of empathy and compassion for patients from diverse backgrounds Comfort working in a fast-paced, evolving environment with shifting priorities Problem-solving mindset and ability to think critically when navigating patient barriers to care Familiarity with care coordination, preventive services, and transitions of care (preferred)Familiarity with CRM systems (e.g. Salesforce) and call management tools, including basic administration of these tools. Strong organizational skills and the ability to manage multiple tasks simultaneously.
Responsibilities Conduct a high volume of outbound calls to patients, including many who have not previously encountered Diverge Health. Field inbound calls from patients responding to outreach from either Diverge Health or referrals from their primary care provider, or from primary care providers attempting to coordinate patient services with Diverge Health. Identify and support patients who are overutilizing the emergency room by guiding them toward more appropriate care options. Reach out to patients undergoing care transitions (e.g., from hospital to home following a hospital discharge) to ensure they have follow-up care in place, educate patients about the importance of preventive care and the need for regular visits with their provider. Assist patients in scheduling appointments, navigating care options, and resolving barriers to access. Build trust with patients and tailor conversations to meet their individual needs. Maintain accurate and organized records of patient interactions using CRM systems (e.g., Salesforce). Meet or exceed daily outreach and engagement performance metrics.
Qualifications 1-2 years of experience in patient engagement, outreach, or customer service in a healthcare setting Strong communication and interpersonal skills with the ability to build trust quickly A high level of empathy and compassion for patients from diverse backgrounds Comfort working in a fast-paced, evolving environment with shifting priorities Problem-solving mindset and ability to think critically when navigating patient barriers to care Familiarity with care coordination, preventive services, and transitions of care (preferred)Familiarity with CRM systems (e.g. Salesforce) and call management tools, including basic administration of these tools. Strong organizational skills and the ability to manage multiple tasks simultaneously.