PATIENT ENGAGEMENT SPECIALIST

Apicha Community Health Center; New York (NY); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health Insurance

Paid Holidays

Vacation & Sick Leave

Flexible Spending Account

Life Insurance

Employee Assistance Program

Job summary

Apicha Community Health Center is seeking a Patient Engagement Specialist to lead new patient enrollment and re-engagement in care. You will coordinate internal or external referrals and use CRM tools to boost patient access.

Responsibilities include handling inbound referrals, scheduling intakes, outbound follow-ups, and outreach to close care gaps. Strong communication and CRM skills are essential.

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, Salesforce, Outlook.
• Proficiency with managing phone conversations and navigating computer tools.
• Ability to work shifts between 9:00 a.m. – 7:30 p.m. EST.
• Experience in customer service or sales preferred.
• Strong written and oral communication skills.
• Strong time management skills and keen eye to detail.

Responsibilities

• 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.
• 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.
• 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.

Skills

Customer service

Communication skills

Bilingual

CRM tools

Phone handling

Time management

Education

High school diploma/GED

Tools

eClinical Works

Salesforce

Outlook

Job description

Apicha Community Health Center aims to improve community health by providing access to comprehensive primary care, preventive health services, mental health, and supportive services. The center is dedicated to delivering high-quality, culturally competent services that enhance the quality of life. It also advocates for and offers a welcoming environment for underserved and vulnerable populations.

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.