Patient Engagement Navigator

Rendr; New York (NY); Presencial; USD 52.000 - 73.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical

Dental & Vision

401k match

Paid time off

Holidays & PTO

Commuter benefits

HSA / FSA

Annual bonus

Descripción de la vacante

Rendr in New York is seeking a Patient Engagement Navigator to convert inbound inquiries into new patients by guiding them from initial contact to first appointment. The role emphasizes exceptional customer service, language support in Mandarin and Cantonese, and coordination with physicians and practice teams.

You will engage prospective patients through phone and mobile/messaging channels, addressing insurance questions, location options, and scheduling needs to ensure a smooth patient intake

Formación

• Fluency in Mandarin and Cantonese required.
• Proficiency in English required.
• Excellent telephone manner and customer service skills.
• Experience in healthcare call centers, member services, or patient access preferred.
• Familiarity with EMR, scheduling platforms, and CRM systems preferred.

Responsabilidades

• Serve as primary contact for inbound prospective-patient inquiries from marketing, events, referrals, and other activities.
• Respond promptly via telephone and mobile/social messaging, providing professional, culturally appropriate assistance.
• Match patients with Rendr physicians, specialties, and locations based on needs, insurance, and scheduling.
• Own the patient journey from initial inquiry to scheduling the first Rendr appointment, with proactive follow-up.
• Educate patients about Rendr providers, services, and locations to help informed decisions.
• Address barriers to scheduling, including insurance, availability, language, and referrals, coordinating with relevant teams.
• Develop relationships with physicians, practice managers, and clinical staff to understand capabilities and availability.
• Maintain communication with practices to ensure timely access for new patients.

Conocimientos

Mandarin Chinese

Cantonese Chinese

English proficiency

Customer service

Communication

Organization

Herramientas

EMR systems

Scheduling platforms

CRM systems

Microsoft Office

Descripción del empleo

Discover Better Health Careers with Rendr!

Who We Are

Rendr is the leading primary care–focused, multi-specialty medical group dedicated to serving Asian communities in New York. With 20+ clinical specialties across 100+ clinics, Rendr delivers comprehensive, culturally responsive care to approximately 200,000 patients across New York City and Nassau County.

Our mission is to provide world-class, value-based healthcare with kindness to Asian communities. By combining high-quality, coordinated clinical services, advanced technology, and a deep understanding of the communities we serve, Rendr is working to improve access, patient experience, and health outcomes.

Joining Rendr means becoming part of a growing, mission-driven healthcare organization with the scale and ambition to transform community-based care for Asian communities.

Why Join Rendr?

• Opportunities for professional growth and development.
• Competitive salary and benefits package.(Salary is based on previous experience and years of service.)
• Join a team that values employee, embraces diversity, and is committed to making a meaningful impact within our communities.

Benefits We Offer:

• Medical, Dental, and Vision Insurance
• 401k with Company Match
• Paid Time Off
• Paid Holidays/ Floating Holiday(s)
• Commuter Benefits
• Health Savings Account/ Flexible Spending Account/ Dependent Care Account
• Annual Performance Bonus

Job Overview:

The Patient Engagement Navigator is a key member of Rendr’s Marketing team responsible for converting inbound patient inquiries generated through Rendr’s marketing and community outreach activities into new patients with Rendr physician providers.

Serving as an important first point of contact for prospective patients, the Navigator guides individuals from initial inquiry through provider selection and the scheduling of their first appointment. The role requires exceptional customer service, strong telephone and digital communication skills, and the ability to build trust with patients while effectively addressing questions and barriers related to provider selection, insurance coverage, location, language, scheduling, and access to care.

The Patient Engagement Navigator works closely with Rendr physicians, practice managers, front-desk teams, and other clinical and operational teams across the organization to understand provider availability and facilitate timely appointments. The Navigator will primarily engage prospective patients through telephone calls and mobile/social messaging platforms, requiring a responsive, personable, and persistent approach to patient follow-up.

Success in this role will be measured by the Navigator’s ability to provide an excellent patient experience while effectively converting qualified inquiries into confirmed first appointments with Rendr providers.

Primary Responsibilities:

• Serve as a primary point of contact for inbound prospective-patient inquiries generated through Rendr’s marketing campaigns, digital channels, community outreach, events, referrals, and other marketing activities.
• Promptly respond to prospective patients by telephone and mobile/social messaging platforms and provide professional, culturally appropriate, and personalized assistance.
• Understand each prospective patient’s healthcare needs, preferences, insurance coverage, geographic location, language needs, and scheduling requirements and match the patient with an appropriate Rendr physician, specialty, and practice location.
• Take ownership of the prospective-patient journey from initial inquiry through successful scheduling of the patient’s first Rendr appointment, including appropriate follow-up when a patient does not schedule during the initial interaction.
• Educate prospective patients about Rendr providers, specialties, practice locations, services, and other relevant resources to help patients make informed decisions about accessing care.
• Address common barriers to scheduling, including questions related to insurance participation, provider availability, location, language, referrals, and appointment timing, and coordinate with the appropriate Rendr teams when additional assistance is required.
• Develop strong working relationships with physicians, practice managers, front-desk staff, and clinical care teams across Rendr to understand provider capabilities, patient populations, scheduling availability, and practice-specific requirements.
• Maintain regular communication with practices to identify appointment availability and facilitate timely access for new patients.
• Conduct proactive and timely follow-up with prospective patients who have expressed interest but have not yet scheduled an appointment.
• Maintain accurate documentation of patient inquiries, contact attempts, referral sources, patient needs, scheduled appointments, and outcomes in designated systems.
• Track and support key performance measures, including inquiry volume, response time, contact rate, inquiry-to-appointment conversion rate, follow-up completion, and first appointments scheduled.
• Identify recurring patient questions, barriers to conversion, and patient feedback and communicate insights to the Marketing team to improve campaigns, messaging, patient outreach, and the overall new‑patient acquisition process.
• Collaborate with Marketing, Operations, clinical practices, and other departments to continuously improve patient access and the prospective-patient experience.
• Maintain patient confidentiality and comply with HIPAA and all applicable Rendr policies and procedures.

Qualifications:

• Fluency in Mandarin Chinese and Cantonese Chinese required, with strong verbal communication skills in both languages.
• Proficiency in English required.
• Excellent telephone manner and customer service skills, with the ability to quickly establish rapport, build trust, listen to patient needs, and communicate clearly and compassionately.
• Strong interpersonal and relationship-building skills, including the ability to work effectively with physicians, clinical staff, practice managers, front-desk teams, and other internal stakeholders.
• Experience in health insurance, health plan member services, provider relations, patient access, medical practice operations, healthcare call centers, or other healthcare customer-service environments strongly preferred.
• Prior experience with a health insurance company or health plan is highly desirable, particularly experience involving member services, provider networks, benefits, eligibility, PCP selection, or provider referrals.
• Working knowledge of health insurance terminology, provider networks, medical specialties, patient scheduling, and healthcare delivery strongly preferred.
• Demonstrated ability to convert inquiries into completed actions through effective communication, problem solving, and appropriate follow-up.
• Comfortable communicating with patients through telephone, text/mobile messaging, and social media or messaging platforms.
• Highly organized and able to manage a high volume of inquiries and follow-up activities while maintaining accurate documentation.
• Self‑motivated, responsive, and results‑oriented, with a strong sense of ownership and accountability for patient inquiries from initial contact through appointment scheduling.
• Ability to exercise sound judgment and resolve patient access issues in a fast‑paced environment.
• Experience with EMR systems, scheduling platforms, CRM systems, Microsoft Office, or similar healthcare technology preferred.

Key Measures of Success:

Performance in this role may be evaluated based on:

• Timeliness of response to new patient inquiries
• Percentage of inquiries successfully contacted
• Conversion of qualified patient inquiries into scheduled first appointments
• Number of new‑patient appointments generated
• Effectiveness and timeliness of patient follow‑up
• Accuracy and completeness of inquiry and appointment documentation
• Patient service quality and satisfaction
• Collaboration and responsiveness with Rendr practices and clinical teams

Rendr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.