Patient Engagement Associate II

Imagine Pediatrics; Charlotte (NC); Remote; USD 33,000 - 36,000; Full time

Benefits offered by this job

Annual bonus

Equity purchase program

Medical insurance (vision, dental)

HSA with 4% match

Disability insurance

Life insurance

Paid time off (PTO)

Job summary

Imagine Pediatrics is a tech-enabled, pediatrician-led medical group delivering 24/7 virtual and in-home care for children with special health care needs. We enroll and onboard families to provide coordinated care and support, often extending outreach to caregivers, providers, and health plans.

We value collaboration, critical thinking, and a commitment to equitable access to care. This remote role includes local travel as needed and offers competitive benefits and growth opportunities.

Qualifications

• 2+ years of healthcare experience in care coordination, community health, patient engagement, customer service, or sales.
• Proven success in a centralized contact center environment.
• Experience with resourcing within a patient or family facing role and navigating social service agencies.
• Strong aptitude for documentation; prior experience with a CRM platform is a plus.
• Excitement to be part of a tight-knit team with shared accountability for enrollment; excellent collaboration skills.
• Stellar active listening and communication skills; ability to tailor value proposition to various audiences with different needs and overcome more complex objections.
• Strong ability to build trust & relationships with key stakeholders, including caregivers & other healthcare organizations.
• Passion and aptitude for research and data mining; strong critical thinking and creative problem-solving skills.
• Ability to function with a high level of autonomy.
• Access to reliable transportation; willingness to spend time in the field when necessary.
• Reliable internet access required.
• Bilingual Spanish required.

Responsibilities

• Conduct thorough research on attributed patients to better understand their healthcare needs and utilization, uncover potential challenges or barriers to enrollment, and identify thoughtful ways to reach caregivers.
• Perform telephonic outreach to the caregivers of attributed patients with the goal of enrolling their child in care and ensuring a seamless onboarding experience.
• Perform telephonic outreach to other healthcare professionals that may be engaging with our attributed patients and their caregivers. This could include DME companies, home health organizations, pharmacies, pediatricians, and more.
• Leverage relationships with Imagine teammates and external providers, along with community resources, to support ongoing engagement and re-engagement of enrolled patients, connect caregivers with ongoing support, and facilitate communication and care coordination to help address barriers to care.
• Handle inbound phone calls from caregivers, health plan service coordinators, and hospital discharge planners as part of the enrollment process.
• Develop deep knowledge of SSI program and perform telephonic outreach to caregivers that may be eligible for this program.
• Collaborate with Provider Engagement Specialists to conduct embedded outreach (e.g., on-site at PCP offices, residential facilities, etc.) when appropriate to support the enrollment process.

Skills

Healthcare experience

Contact center experience

CRM experience

Bilingual Spanish

Strong communication

Research and data mining

Autonomy

Tools

CRM platform

Job description

Who We Are

Imagine Pediatrics is a tech enabled, pediatrician led medical group reimagining care for children with special health care needs. We deliver 24/7 virtual first and in home medical, behavioral, and social care, working alongside families, providers, and health plans to break down barriers to quality care. We do not replace existing care teams; we enhance them, providing an extra layer of support with compassion, creativity, and an unwavering commitment to children with medical complexity.

Applicants residing in Tennessee, Missouri, Texas, Florida, North Carolina, Georgia, Washington D.C., New Jersey, and/or New York strongly preferred.

This position is remote with local travel as needed.

What You’ll Do

The Patient Engagement Associate II will work collaboratively with their engagement pod and have shared accountability for enrolling and onboarding children and caregivers into Imagine Pediatrics program. This role will be highly specialized and require strong critical thinking and creative problem-solving skills along with an aptitude for collaboration and teamwork.

Specific responsibilities include:

Conduct thorough research on attributed patients to better understand their healthcare needs and utilization, uncover potential challenges or barriers to enrollment, and identify thoughtful ways to reach caregivers.

Perform telephonic outreach to the caregivers of attributed patients with the goal of enrolling their child in care and ensuring a seamless onboarding experience.

Perform telephonic outreach to other healthcare professionals that may be engaging with our attributed patients and their caregivers. This could include durable medical equipment (DME) companies, home health organizations, pharmacies, pediatricians, and more.

Leverage relationships with Imagine teammates and external providers, along with community resources, to support ongoing engagement and re-engagement of enrolled patients, connect caregivers with ongoing support, and facilitate communication and care coordination to help address barriers to care.

Handle inbound phone calls from caregivers, health plan service coordinators, and hospital discharge planners as part of the enrollment process.

Develop deep knowledge of Supplemental Security Income (SSI) program and perform telephonic outreach to caregivers that may be eligible for this program.

Collaborate with Provider Engagement Specialists to conduct embedded outreach (e.g., on-site at PCP offices, residential facilities, etc.) when appropriate to support the enrollment process.

What You Bring & How You Qualify

First and foremost, you’re passionate and committed to creating the healthcare experience that our sickest children and their caregivers deserve. You want an active role in building a diverse and values-driven culture. Things change quickly in a startup environment; you accept that and are willing to pivot quickly on priorities. In this role, you will need:

• 2+ years of healthcare experience in care coordination, community health, patient engagement, customer service, or sales.
• Proven success in a centralized contact center environment.
• Experience with resourcing within a patient or family facing role and navigating social service agencies.
• Strong aptitude for documentation; prior experience with a CRM platform is a plus.
• Excitement to be part of a tight-knit team with shared accountability for enrollment; excellent collaboration skills.
• Stellar active listening and communication skills; ability to tailor value proposition to various audiences with different needs and overcome more complex objections.
• Strong ability to build trust & relationships with key stakeholders, including caregivers & other healthcare organizations.
• Passion and aptitude for research and data mining; strong critical thinking and creative problem-solving skills.
• Ability to function with a high level of autonomy.
• Access to reliable transportation; willingness to spend time in the field when necessary.
• Reliable internet access required.
• Bilingual Spanish required.

What We Offer (Benefits + Perks)

The role offers an hourly range of $24-$26 per hour in addition to an annual bonus incentive, competitive company benefits package, and eligibility to participate in an employee equity purchase program (as applicable). When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary.

• Competitive medical, dental, and vision insurance
• Healthcare and Dependent Care FSA; Company-funded HSA401(k) with 4% match, vested 100% from day one
• Employer-paid short and long-term disability
• Life insurance at 1x annual salary
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays
• Paid new parent leave
• Additional benefits to be detailed in offer

We Live By

We’re guided by our five core values:

Children First. We put the best interests of children above all. We know that the right decision is always the one that creates more safe days at home for the children we serve today and in the future.

Earn Trust. We listen first, speak second. We build lasting relationships by creating shared understanding and consistently following through on our commitments.

Innovate Today. We believe that small improvements lead to big impact. We stay curious by asking questions and leveraging new ideas to learn and scale.

Embrace Humanity. We lead with empathy and authenticity, presuming competence and good intentions. When we stumble, we use the opportunity to grow and understand how we can improve.

One Team, Diverse Perspectives. We actively seek a range of viewpoints to achieve better outcomes. Even when we see things differently, we stay aligned on our shared mission and support one another to move forward — together.

We Value Diversity, Equity, Inclusion and Belonging. We believe that creating a world where every child with complex medical conditions gets the care and support, they deserve requires a diverse team with diverse perspectives. We’re proud to be an equal opportunity employer. People seeking employment at Imagine Pediatrics are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, or characteristics (or those of a family member), pregnancy or other status protected by applicable law.