Patient Engagement Specialist I

Sprinter Health; San Francisco (CA); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental & Vision

401k with match

Flexible PTO

Parental leave (16 weeks birthing, 8+)

Job summary

Sprinter Health is hiring a Patient Engagement Specialist I to serve as the first voice patients hear, guiding them through care journeys delivered at home. You will engage with patients via high-volume outreach and help schedule appointments using our home-care model.

Ideal candidates bring 2+ years in outbound call centers within healthcare, strong communication skills, and familiarity with EHR systems and support tools (Zendesk/Five9 preferred). Expect a fast-paced team environment.

Qualifications

• 2+ years outbound call center experience, including at least 1 year in healthcare.
• Proficiency with electronic health record systems and healthcare software.
• Excellent written and verbal communication skills.
• Experience with Zendesk and Five9 is preferred.

Responsibilities

• Review and follow up on inbound requests from outreach campaigns.
• Conduct outbound outreach to patients using personalized approaches.
• Make 150–200 outbound calls per day with an auto-dialer.
• Speak with 80–100 patients daily and book an average of 19 appointments.
• Educate patients on the importance of ordered services and in-home delivery.
• Build understanding of partner care models to answer patient questions.
• It is to collaborate with colleagues and healthcare professionals for a seamless experience.
• Escalate questions to other teams as needed.
• Handle other duties and projects as assigned.

Skills

Outbound calls

Healthcare experience

EHR proficiency

Excellent communication

Multi-channel communications

Zendesk (preferred)

Five9 (preferred)

Job description

About Us

At Sprinter Health, we're focused on dramatically expanding access to healthcare by reimagining the patient experience—delivered at home and powered by technology for scale. Sprinter Health is building the clinical and technological infrastructure to realize a future of healthcare untethered.

We have a rapidly growing team of visionary leaders who are passionate about increasing access to care, lowering healthcare costs, and improving outcomes for patients. We’re backed by prominent VCs, advised by a medical board of industry leaders, and led by former executives, physicians, and engineers from Google, Facebook, LabCorp, and Disney.

About the Role

We are rapidly expanding our operations as we build new partnerships across the healthcare spectrum. We are looking for an experienced, customer-centric individual to grow our patient engagement arm. As a Patient Engagement Specialist I, you are often the first voice of Sprinter Health. We are looking for someone that can use their voice to support patients in their care journey through convenient, at-home services.

A Day in the Life of a Sprinter Patient Engagement Specialist I

• Your day will begin by reviewing and following up on inbound requests received from existing outreach campaigns
• Throughout the day you will utilize deep prospecting techniques to outreach patients in a personalized and engaging way
• You will utilize an auto-dialer tool that makes 150 to 200 outbound calls to patients every day
• You will talk to about 80 to 100 patients and book an average of 19 appointments each day
• You will use strong communication skills to build trust with prospective patients and caregivers to encourage and motivate them to schedule their appointments
• As you connect with patients, you will help educate them on the importance of receiving their ordered services as well as the benefits receiving them in-home with Sprinter Health
• To support you in your role, you will build a strong understanding of the care model of each of our partners to support any outstanding questions patients may have
• You will collaborate with other representatives and healthcare professionals to ensure a seamless patient experience
• As different customer situations arise, you will elevate questions and concerns to other teams for additional support
• Other duties and/or projects as assigned

Skills and Requirements

• Ability to work eastern time (EDT)
• At least 2 years of outbound call center experience including at least 1 year in the healthcare industry
• Proficiency in using electronic health record (EHR) systems and other healthcare software
• Excellent written and verbal communication skills to present and explain information to customers
• Proven skill managing multiple channels of communication including phone, email, chat, etc.
• Experience with Zendesk (preferred)
• Experience with Five9 (preferred)

You will thrive at Sprinter Health if:

• You are flexible and have humility as well as a sense of humor
• You are a strong and personable communicator
• You excel at last minute problem solving and out of the box thinking
• You are highly organized and love to follow a processYou have experience working in an on-demand service or healthcare environment
• You thrive in a fast paced, high pressure environment

The Fun Stuff

• Medical, Dental and Vision
• 401 with a match
• Flexible PTO
• Generous parental leave (16 weeks for the birthing parent, 8 weeks for the non-birthing parent)
• $10,000 lifetime max for infertility/fertility treatment