Patient Engagement & Onboarding Specialist

Protocol; Northern (KY); Hybrid; USD 28,000 - 33,000; Part time

Job summary

Protocol Behavioral Health is seeking a Patient Engagement Coordinator to guide referrals from first contact through intake, ensuring scheduling and patient trust. You will own the conversion funnel, lead omnichannel outreach, and manage consent and reminders with empathy.

Collaboration with Clinical & Operations helps optimize messaging and reduce patient drop-off. This 1099 contracted role emphasizes ownership of outcomes, with the potential to transition to full-time based on performance, in

Qualifications

• Experience in a phone-based customer service, call center, or patient-facing coordination role.
• Comfortable with conversion and pipeline targets, not just call counts.
• Strong communicator who can educate, build trust, and overcome objections.
• Organized and detail-oriented with a live pipeline of referrals and re-engagement queue.
• Empathetic and patient, especially with confused or hesitant patients.

Responsibilities

• Own the patient conversion funnel and ensure referrals are contacted within SLAs.
• Lead omnichannel outreach via phone and text to explain Protocol’s program.
• Handle objections with empathy and confidence.
• Guide patients through informed consent and ensure documentation is accurate.
• Schedule intake sessions and manage reminders/reschedules.
• Re-engage unengaged patients and re-consent as needed.
• Track outreach activity and report key metrics in the CRM/EHR.
• Collaborate with Clinical & Operations teams to surface friction points and improve processes.

Skills

Phone-based customer service

Communication skills

CRM/EHR systems experience

Patient enrollment experience

Tools

CRM software

Job description

Protocol Behavioral Health is seeking a Patient Engagement Coordinator to guide referrals from first contact through intake, ensuring scheduling and patient trust. You will own the conversion funnel, lead omnichannel outreach, and manage consent and reminders with empathy.

Collaboration with Clinical & Operations helps optimize messaging and reduce patient drop-off. This 1099 contracted role emphasizes ownership of outcomes, with the potential to transition to full-time based on performance, in