Patient Engagement Representative (Healthcare)

Vitae Health Systems; Chicago (IL); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Mileage reimbursement

Job summary

Vitae Health Systems seeks a Field-Based Patient Engagement Representative to conduct resident outreach and explain the voluntary alignment program in skilled nursing facilities. You will visit facilities, converse with residents or their representatives, and support informed decision-making at the point of care.

This role requires strong interpersonal skills, independence, and the ability to navigate diverse facility settings while adhering to CMS guidelines and Vitae program protocols.

Qualifications

• Must have 1+ year in field-based, outreach, sales, or direct customer-facing role.
• Strong interpersonal and communication skills required.
• Comfort working in nursing facilities and care environments.
• Independent work style with minimal supervision.

Responsibilities

• Visit assigned SNF/LTC facilities to engage residents identified for voluntary alignment.
• Conduct one-on-one conversations with residents or their representatives to explain the process.
• Identify when a POA or authorized representative should be engaged and route accordingly.
• Represent Vitae Health Systems professionally in all facility interactions.

Skills

Customer-facing experience

Interpersonal communication

Field-based outreach

Driver's license

Self-management

Education

High school diploma

Associate or Bachelor's preferred

Job description

Location: Field-Based (Chicago Area)

Reports To: Director, Value-Based Care Operations

Salary: $60,000-70,000

Company Overview

We are a multi-specialty healthcare organization dedicated to improving care for residents in skilled nursing facilities. Our clinicians provide essential medical and behavioral health services that support facility care teams and ensure patients receive consistent, high-quality care.

Founded in 2018 and headquartered in Chicago, we partner with skilled nursing facilities across the Midwest and East Coast. Our providers deliver integrated clinical services including internal medicine, psychiatry, psychotherapy, and podiatry, helping facilities meet the complex medical and behavioral health needs of their residents.

Position Overview

The Patient Engagement Representative is a field-based role responsible for executing Vitae Health Systems beneficiary voluntary alignment program across assigned skilled nursing and long-term care facilities. This role reports to the Director, Value-Based Care Operations and operates in close coordination with the VBC Coordinator, who oversees program tracking, submission workflows, and performance reporting.

This individual is the face of Vitae's value-based care program at the point of care. Their primary responsibility is conducting direct, one-on-one conversations with residents and, where appropriate, their authorized representatives, to explain the voluntary alignment process and support informed decision-making. This role requires exceptional interpersonal skills, comfort navigating clinical environments, and the ability to build trust quickly across diverse patient populations. This is not a clinical role and does not involve medical assessment, care planning, or clinical decision-making of any kind.

The ideal candidate brings a natural ability to connect with people, an outgoing and persistent personality, and the professionalism to operate independently in facility settings with minimal supervision.

Key Responsibilities

Resident Outreach and Engagement

• Conduct scheduled and proactive visits to assigned SNF and LTC facilities to meet with residents identified as eligible for voluntary alignment
• Hold direct, one-on-one conversations with residents and/or their authorized representatives to explain the voluntary alignment process, answer questions, and support informed decision-making without pressure or coercion
• Navigate cognitively complex situations appropriately, including identifying when an authorized representative or POA should be engaged and routing those cases through the appropriate program track
• Represent Vitae Health Systems professionally across all facility interactions, maintaining positive relationships with facility staff and leadership

Voluntary Alignment Form Execution

• Present voluntary alignment forms to eligible residents and support completion at the point of care in accordance with CMS guidelines and Vitae program protocols
• Ensure all completed forms are accurate, legible, and properly documented before handoff to the VBC Coordinator for submission processing
• Maintain a working knowledge of CMS voluntary alignment guidelines, including what can and cannot be communicated to residents during the outreach process
• Flag situations that fall outside standard protocol, including residents who decline, defer, or present cognitive impairment concerns, and route them through the appropriate program track

Field Coordination and Reporting

• Document daily visit activity, resident contact status, and form outcomes using designated tracking tools provided by the VBC team
• Communicate regularly with the VBC Coordinator to ensure accurate status tracking and timely escalation of any field issues
• Adhere to assigned facility schedules and coverage priorities set by program leadership
• Participate in team check-ins and program debriefs to share field observations and support continuous improvement

Additional duties as assigned by program leadership.

Requirements

Required

• High school diploma or equivalent required; associate or bachelor's degree preferred
• Minimum of one (1) year of experience in a field-based, outreach, sales, or direct customer-facing role
• Exceptional interpersonal and communication skills, including the ability to connect with residents and families across diverse cultural and linguistic backgrounds
• Comfortable navigating nursing home, skilled nursing, and long-term care facility environments
• Strong self-management skills with the ability to work independently, manage a daily schedule across multiple facilities, and stay organized without close supervision
• Valid driver's license and reliable personal vehicle required. Daily local travel across multiple facilities is expected. Mileage reimbursement provided in accordance with company policy

Preferred

• Prior experience in a skilled nursing, long-term care, or post-acute care setting in any capacity (social work, community liaison, admissions, patient advocacy, etc.)
• Experience in Medicare Advantage sales, Institutional Special Needs Plan (I-SNP) enrollment, or CMS-regulated beneficiary outreach
• Familiarity with value-based care concepts, ACO programs, or healthcare benefit programs for Medicare beneficiaries
• Multilingual ability is a plus given the diverse patient populations served