Patient Engagement Specialist 100% Remote
Vori Health, Nashville, TN, United States
Who We Are
Vori Health is an award-winning, nationwide, virtual-first, musculoskeletal medical practice focused on evidence-based care that treats the whole person. Using a unique care model to help patients find the best path forward, Vori Health connects patients to a trained care team that includes a nonoperative physical medicine physician, a health coach navigator, and a physical therapist who manage the initial patient assessment and then work to coordinate all aspects of care. We are on a mission to empower humanity to lead a healthier life.
Position Overview As a Patient Engagement Specialist, you will be on the frontlines serving members diagnosed with musculoskeletal and orthopedic pain and injury as an advocate who informs new patients about how Vori Health can support them in their care journey as a covered benefit from their health plan or employer. You will be working closely with the customer service, marketing, operations, and growth teams to help enroll and engage new eligible patients and schedule care. Enrollment is the first member-facing step in this journey, offering you the first opportunity to demonstrate our program’s value to potential members. In this role you will spend a significant portion of your time completing outbound and inbound phone conversations and interactions with members to enroll them in the Vori Health program. These members will either have asked to be contacted for help getting enrolled or will have been identified through their health insurance as people who have an existing condition that would benefit from our services. In addition, you will listen to needs, surface goals and priorities, and assist our clinical team by helping them understand the needs of the members we enroll and serve. You will help us improve Vori Health’s offerings by communicating the feedback from members and providers back to our marketing and leadership teams. This role is fully remote. The shift schedule for this role is Monday-Friday 9:00 to 6:00 PST.
What You’ll Do
Reach out to at least 50‑75 eligible members daily to inform them of Vori Health’s services and share ways we can support them in their musculoskeletal and orthopedic care journey.
Respond to inbound inquiries, either via phone or email in response to various marketing/outreach campaigns.
Build strong, trusting relationships with members, using active listening and empathy to understand their individual needs.
Explain the benefits of Vori Health’s program and services so that both members and support networks (e.g., family members) understand how we can help them.
Effectively and efficiently convert prospective patients to active Vori member/patients.
Provide inbound telephonic support for our members and be able to identify and triage a member’s needs to connect them with our Care Teams for clinical support and care coordination, as needed.
Obtain consent from members, conduct enrollment surveys, and identify and elevate any urgent member needs.
Participate in coaching and development sessions, and apply feedback and best practices to meet your quality and productivity goals.
Follow Vori Health Care Team policies and procedures, escalation pathways, communications best practices, and documentation standards.
Complete training and stay up to speed on Vori Health systems, tools, technology, partners, and expectations.
Supervisory Responsibilities
N/A
Perform other projects and duties as assigned.
Who You Are
Required:
2‑5 years’ experience in one of the following: a healthcare client success role (e.g., patient care technician, dietician tech or LPN); a high‑performing enrollment advisor (or associate) significantly exceeding target; or any highly consultative sales role.
Experience using Zendesk or a similar customer‑management platform.
Proficient in Microsoft Office Suite, specifically Excel.
Knowledge of best‑in‑class customer service practices.
Proven record of providing exceptional customer experiences.
A member‑first approach: personally motivated by our mission and passionate about assisting people and families during challenging times; strong empathy, relationship building, and persuasive communication skills.
Deep experience in service‑oriented roles requiring persuasive communication.
Organized and able to juggle multiple tasks under pressure without losing organization in communications and documentation.
Effective listener and communicator: attentive to unspoken needs, building rapport, and collaborating with colleagues.
Comfortable with ambiguity: thrive in fast‑paced start‑up environments, adapting to rapid changes in strategy, priorities, and organization.
Tech‑savvy: experience with video chatting, Google Suite, Slack, electronic health records, and learning new technology.
Identifies priorities and takes action: entrepreneurial spirit, problem‑solving, and continuous improvement.
Nice‑to‑Have:
Bilingual (written and spoken) in Spanish and English.
Work authorization/security clearance requirements:
Authorized or able to provide required documents to work in the United States or Canada.
Physical Requirements/Work Environment:
Remote work environment.
The shift schedule for this role is Monday‑Friday 11:30 AM to 8:00 PM CST.
While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.
Specific vision abilities required by this job include close vision required due to computer work.
Company Benefits
Competitive Salary: based on experience, skillset, and value contributed.
Equity Options: opportunity to share in the company’s long‑term growth.
Health & Wellness: medical, dental, and vision coverage; wellness programs and mental health resources.
Retirement Plans: 401(k) and Roth options.
Paid Time Off (PTO): vacation days, holidays, sick leave.
Fully Remote Work: flexible remote environment.
Professional Development: access to training resources and stipend for further education.
Parental Leave: paid leave for welcoming children or expanding family.
Employee Assistance Program (EAP): confidential counseling and support for personal or work‑related challenges.
We’re committed to creating a workplace where you can grow, succeed, and achieve your best. Come join our team and enjoy the benefits of a company that values its team members we call Vorriors! EEO Statement Vori Health is an Equal Opportunity Employer. We are committed to a work environment that supports, inspires and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristics.
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Position Overview As a Patient Engagement Specialist, you will be on the frontlines serving members diagnosed with musculoskeletal and orthopedic pain and injury as an advocate who informs new patients about how Vori Health can support them in their care journey as a covered benefit from their health plan or employer. You will be working closely with the customer service, marketing, operations, and growth teams to help enroll and engage new eligible patients and schedule care. Enrollment is the first member-facing step in this journey, offering you the first opportunity to demonstrate our program’s value to potential members. In this role you will spend a significant portion of your time completing outbound and inbound phone conversations and interactions with members to enroll them in the Vori Health program. These members will either have asked to be contacted for help getting enrolled or will have been identified through their health insurance as people who have an existing condition that would benefit from our services. In addition, you will listen to needs, surface goals and priorities, and assist our clinical team by helping them understand the needs of the members we enroll and serve. You will help us improve Vori Health’s offerings by communicating the feedback from members and providers back to our marketing and leadership teams. This role is fully remote. The shift schedule for this role is Monday-Friday 9:00 to 6:00 PST.
What You’ll Do
Reach out to at least 50‑75 eligible members daily to inform them of Vori Health’s services and share ways we can support them in their musculoskeletal and orthopedic care journey.
Respond to inbound inquiries, either via phone or email in response to various marketing/outreach campaigns.
Build strong, trusting relationships with members, using active listening and empathy to understand their individual needs.
Explain the benefits of Vori Health’s program and services so that both members and support networks (e.g., family members) understand how we can help them.
Effectively and efficiently convert prospective patients to active Vori member/patients.
Provide inbound telephonic support for our members and be able to identify and triage a member’s needs to connect them with our Care Teams for clinical support and care coordination, as needed.
Obtain consent from members, conduct enrollment surveys, and identify and elevate any urgent member needs.
Participate in coaching and development sessions, and apply feedback and best practices to meet your quality and productivity goals.
Follow Vori Health Care Team policies and procedures, escalation pathways, communications best practices, and documentation standards.
Complete training and stay up to speed on Vori Health systems, tools, technology, partners, and expectations.
Supervisory Responsibilities
N/A
Perform other projects and duties as assigned.
Who You Are
Required:
2‑5 years’ experience in one of the following: a healthcare client success role (e.g., patient care technician, dietician tech or LPN); a high‑performing enrollment advisor (or associate) significantly exceeding target; or any highly consultative sales role.
Experience using Zendesk or a similar customer‑management platform.
Proficient in Microsoft Office Suite, specifically Excel.
Knowledge of best‑in‑class customer service practices.
Proven record of providing exceptional customer experiences.
A member‑first approach: personally motivated by our mission and passionate about assisting people and families during challenging times; strong empathy, relationship building, and persuasive communication skills.
Deep experience in service‑oriented roles requiring persuasive communication.
Organized and able to juggle multiple tasks under pressure without losing organization in communications and documentation.
Effective listener and communicator: attentive to unspoken needs, building rapport, and collaborating with colleagues.
Comfortable with ambiguity: thrive in fast‑paced start‑up environments, adapting to rapid changes in strategy, priorities, and organization.
Tech‑savvy: experience with video chatting, Google Suite, Slack, electronic health records, and learning new technology.
Identifies priorities and takes action: entrepreneurial spirit, problem‑solving, and continuous improvement.
Nice‑to‑Have:
Bilingual (written and spoken) in Spanish and English.
Work authorization/security clearance requirements:
Authorized or able to provide required documents to work in the United States or Canada.
Physical Requirements/Work Environment:
Remote work environment.
The shift schedule for this role is Monday‑Friday 11:30 AM to 8:00 PM CST.
While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.
Specific vision abilities required by this job include close vision required due to computer work.
Company Benefits
Competitive Salary: based on experience, skillset, and value contributed.
Equity Options: opportunity to share in the company’s long‑term growth.
Health & Wellness: medical, dental, and vision coverage; wellness programs and mental health resources.
Retirement Plans: 401(k) and Roth options.
Paid Time Off (PTO): vacation days, holidays, sick leave.
Fully Remote Work: flexible remote environment.
Professional Development: access to training resources and stipend for further education.
Parental Leave: paid leave for welcoming children or expanding family.
Employee Assistance Program (EAP): confidential counseling and support for personal or work‑related challenges.
We’re committed to creating a workplace where you can grow, succeed, and achieve your best. Come join our team and enjoy the benefits of a company that values its team members we call Vorriors! EEO Statement Vori Health is an Equal Opportunity Employer. We are committed to a work environment that supports, inspires and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristics.
#J-18808-Ljbffr