Patient Engagement Specialist

Highlight Health; Philadelphia (Philadelphia County); On-site; USD 42,000 - 64,000; Full time

Job summary

Highlight Health is seeking a Patient Engagement Specialist to support the claims analysis team by managing direct patient communication, primarily via phone, and guiding patients through financial assistance programs. You’ll handle a varied caseload, keep detailed notes, and contribute to accurate repricing of claims.

The role emphasizes excellent customer service, problem-solving, and clear communication to improve access to care and reduce costs for patients.

Qualifications

• Excellent verbal and written communication skills.
• Strong time management and organizational skills.
• Calm, professional phone presence.
• Proficient with Microsoft applications (Outlook, Word, Excel).
• Comfortable learning and using additional software applications.
• Able to work independently and as part of a team in a fast-paced environment.

Responsibilities

• Reach patients by phone to gather information for review and repricing of claims.
• Communicate with members, vendor partners, healthcare providers, and facilities.
• Provide accurate information to patients and to the claims analysis team.
• Problem-solve member issues on the phone with empathy.
• Manage and track a caseload across multiple task types.
• Document case activity with detailed notes in the claims system.
• Use technology to research, manage, and move cases forward.
• Ensure HIPAA compliance across all patient engagement.
• Collaborate with the claims analysis team and coworkers.
• Help build more efficient workflows and share input on processes.
• Enhance care and cost data resources.

Skills

Verbal communication

Written communication

Time management

Organization

Independent worker

Team collaboration

Bilingual Spanish

Tools

Microsoft Office Suite

Outlook

Excel

Job description

If you have ever helped someone through a medical bill, you know the quiet truth of the system: most patients never learn that financial assistance exists, that hospitals are often required to offer it, or that the amount on the bill is rarely the amount they have to pay. Most people pay what they are told to pay.

Highlight Health was built by people who decided that was not good enough. We review high-dollar healthcare claims and work directly with patients to connect them to the financial assistance programs they qualify for, so that care becomes more affordable and more within reach.

As our Patient Engagement Specialist, you are the person on the phone who helps patients navigate those programs: improving their access to care and the cost effectiveness of the care they receive.

Position Summary

The Patient Engagement Specialist supports the claims analysis team by owning direct patient communication, mostly by phone and often across several attempts to reach a patient. Some claims can be repriced without engaging the patient; others depend on the patient providing information and documentation that lets us reduce what they and their plan pay. You manage and track your own caseload and keep detailed notes in our claims system.

This is a front-line role. You work closely with the claims analysis team, and the accuracy and professionalism you bring to every patient conversation directly shapes the outcome of the claim. Excellent customer service, calm problem-solving, and clear communication are the core of the work.

Responsibilities

• Reach patients by phone, often across multiple attempts, to gather the information and documentation needed to review and reprice their claims
• Communicate with members, vendor partners, healthcare providers, and facilities
• Provideaccurateinformation to patients and to the claims analysis team
• Problem-solve member issues on the phone, matching confidence with empathy

Case Management

• Manage and track a caseload that spans several task types at once
• Document case activity and keep detailed notes in the claims system
• Use technology to research, manage, and move cases forward
• Ensure andmaintainHIPAA compliance across all patient engagement

Collaboration and Process Improvement

• Collaborate with the claims analysis team and coworkers
• Help build more efficient workflows and share input on ways to improve processes
• Enhance care and cost data resources

Qualifications

Required

• Excellent verbal and written communication skills
• Strong time management and organizational skills
• Calm, professional phone presence
• Proficient with Microsoft applications (Outlook, Word, Excel)
• Comfortable learning and usingadditionalsoftware applications
• Able to work independently and as part of a team in a fast-paced environment, managing multiple projects to completion

Preferred

• One to two years of experience in healthcare, insurance, or medical billing
• Bilingual, able to read, write, and speak Spanish proficiently

What You Bring

• A genuine desire to learn the healthcare industry and how to help
• Confidence matched with empathy across a wide range of conversations
• A go-getter's bias toward action
• Strong work ethic
• Enjoyment in working with and helping people
• Curiosity and adaptability
• Focus and organization under a varied caseload
• High integrity in handling sensitive patient information

Why Join Highlight Health

Nearly every American has felt the cost of healthcare. As our Patient Engagement Specialist, you are the person who helps them find a way through: connecting patients to the financial assistance and fair pricing that put quality care back within reach. Your focus and organization keep a varied caseload moving, and your work has a direct, human impact on the people we serve.