PATIENT ENGAGEMENT SPECIALIST

Position Summary:

The Patient Engagement Specialist (PES) will be the point person for new patient enrollment and re-engagement in care of existing patients; PES will coordinate internal or external referral and will utilize CRM tools, etc. to increase patient engagement and facilitate access.

The major duties of the position include, but are not limited to:

Customer Service:

• Take inbound referrals (website, calls) from patients or health care organizations, describe Apicha services, schedule new patient intakes and refer to other services as needed.
• Make follow-up outbound calls to prospective or existing patients to discuss Apicha’s services and schedule appointments.
• Conduct outreach to address care gaps. 
• Effectively communicate the services offered by Apicha CHC.

Administration:

• Utilize phone, scheduling, and CRM tools to manage call results data and scheduling, ensuring the highest quality customer service in every interaction.
• Leverage established conversation guides to engage, connect, and educate callers.

QI/QA:

• Make the required number of outbound calls/outreach to patients falling out of care. 
• Apply best practices in responding to callers’ questions and ensure high quality follow-up in responding to member inbound calls & voicemails.
• Utilizes approved communications equipment and software to document patient call interactions and schedule intakes.
• Practices excellent written, verbal, listening and interpersonal communication skills necessary to effectively interact with all levels of internal and external parties, to convey information correctly, manage difficult situations, and always represent Apicha CHC in the most favorable manner.

Qualifications: 

• High school diploma/GED required, college education preferred.
• Bi-lingual (Spanish or Mandarin) preferred.
• Adept at learning and using computer systems.
• Familiarity with eClinical Works, Sales Force, Outlook.
• Proficiency with managing phone conversation and navigating computer tools simultaneously and seamlessly.
• Ability to work available shifts between 9:00 a.m. - 7:30 p.m. EST.
• Experience in customer service or sales role preferred.
• Strong written and oral communication skills including ability to communicate effectively with all level of patients and employees.
• Strong time management skills and keen eye to detail.
• Ability to manage all situations in a calm and positive manner. 

At Apicha, we believe that serving the needs of our staff is just as important as serving the needs of underserved people of New York City as such we are proud to offer our team members a competitive employee benefits package which include 12 Paid Holidays, vacation and sick leave, Health Insurance Coverage, Flexible Spending Account, Life Insurance, Employee Assistant Program just to name a few.