Patient Engagement Specialist

Overview

HarmonyCares is a leading national value-based provider of in-home primary care services for people with complex healthcare needs. Headquartered out of Troy, Michigan, HarmonyCares operates home-based primary care practices in 14 states. HarmonyCares employs more than 200+ primary care providers to deliver patient-centered care under an integrated, team-based, physician-driven model.

Our Mission – To bring personalized, quality-based healthcare to the home of patients who have difficult accessing care.

Our Shared Vision – Every patient deserves access to quality healthcare.

Our Values – The way we care is our legacy. Every interaction counts. Go the extra mile. Empower and support each other.

Why You Should Want to Work with Us

• Health, Dental, Vision, Disability & Life Insurance, and much more
• 401K Retirement Plan (with company match)
• Tuition, Professional License and Certification Reimbursement
• Paid Time Off, Holidays and Volunteer Time
• Paid Orientation and Training
• Great Place to Work Certified
• Established in 11 states
• Largest home-based primary care practice in the US for over 28 years, making a huge impact in healthcare today!

More details about the benefits we offer can be found at https://careers.harmonycares.com/benefits. 

Responsibilities

The Patient Engagement Specialist is responsible for new patient acquisition.  The role is critical to drive the growth of the organization and meet our patient engagement commitments to HarmonyCares customers and partners.  The Patient Engagement Specialist is responsible for reaching out to eligible patients to explain services, addressing a variety of inquiries, gathering feedback, and scheduling new patient appointments. The Patient Engagement Specialist is to address questions quickly while providing responses and meeting the needs of the patient and HarmonyCares internal team members in a timely, calm, and professional manner. The PES develops a deep level of trust with patients in a vulnerable chapter of life, understanding their needs, engaging the patient on how HarmonyCares can best support them and their families, and orchestrating the initial engagement with the clinical team.

Essential Duties and Responsibilities

• Conduct outbound calls to eligible patients and working to facilitate efficient scheduling of initial in-home appointments
• Ensure patients receive a detailed explanation of program services
• Thoroughly and accurately document call notes and scheduling details in electronic system
• Expedite emergency clinical calls as needed
• Process new appointments or changes to existing appointments
• Document accurate and concise patient/family feedback and special needs during each call in our systems, enabling our market-based clinicians to provide excellent care during each appointment
• Must achieve and sustain expected metrics set by department leadership to include but not limited to: Quality Scores, Acceptance Rates, Number of Patients Engaged and Alignment with Harmony Care Core Values
• Demonstrate compassion for individual needs, attention to detail, and collaborating with other team members
• Demonstrate a high level of professionalism and continuous improvement while participating in the call quality monitoring processes
• Utilizes exceptional communication and social skills to clearly explain services and needs to patient/family
• Complete ongoing training and coaching programs for further skills development by deadlines
• Work collaboratively and efficiently with other corporate and market based team members to ensure patients receive exceptional service
• Perform other duties as assigned

Qualifications

Required Knowledge, Skills and Experience

• High school diploma
• Ability to multi-task while given competing priorities
• Ability to communicate in an empathetic, compassionate, and professional demeanor at all times
• Ability to problem solve with demonstrated capacity to embrace complex problems and arrive at effective solutions in a timely manner
• Ability to analyze problems and resolve issues in a rapid, direct and complete manner
• Demonstrates short and long-term persistence in meeting objectives and personal development
• Ability to adapt to new systems and changes as required and apply guidelines/procedures
• Excellent communicator with an uplifting and personable manner with outstanding phone etiquette
• Excellent written communication skills with success in providing notes, updates, and written communications via computer systems
• Excellent data-entry skills and proven ability to navigate multiple computer screens

Preferred Knowledge, Skills and Experience

• Bachelor’s degree
• 1 year or more of experience and success in exceeding individual and team goals in an inside sales, telephonic sales, fundraising or similar position
• Working knowledge of the healthcare industry
• Ability to speak multiple languages fluently

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