Recovery Patient Engagement Associate II

Role Overview

• Perform telephonic outreach to caregivers of attributed patients to enroll children in care, support seamless onboarding, and re-engage those who missed their initial onboarding visit or have not utilized services post-onboarding.
• Handle inbound phone calls from caregivers, health plan service coordinators, and hospital discharge planners as part of the enrollment and re-engagement process.
• Drive re-engagement and enrollment outcomes through high-volume outbound outreach, securing enrollments during live patient calls, completing efficient warm handoffs, and coordinating appropriate and timely scheduling, while consistently meeting performance expectations tracked through call productivity, conversion rates, and engagement metrics.
• Conduct thorough research on both attributed and enrolled patients to better understand healthcare needs and utilization, uncover potential barriers to enrollment or re-engagement, and identify effective strategies to engage caregivers.
• Leverage relationships with healthcare professionals to support re-engagement of enrolled patients, collaborating closely with Community Health Workers, Outreach Specialists, RNs, and other cross-functional team members.
• Collaborate with Provider Engagement Specialists to conduct embedded outreach (e.g., on-site at PCP offices, residential facilities) when appropriate to support enrollment and engagement efforts.
• Develop deep knowledge of the Supplemental Security Income (SSI) program and conduct targeted outreach to caregivers who may be eligible.

Requirements

• 2+ years of healthcare experience in care coordination, community health, patient engagement, customer service, or sales.
• Proven success in a centralized contact center environment.
• Strong aptitude for documentation; prior experience with a CRM platform is a plus.
• Excitement to be part of a tight-knit team with shared accountability for enrollment; excellent collaboration skills.
• Stellar active listening and communication skills; ability to tailor value proposition to various audiences with different needs and overcome more complex objections.
• Strong ability to build trust & relationships with key stakeholders, including caregivers & other healthcare organizations.
• Passion and aptitude for research and data mining; strong critical thinking and creative problem-solving skills.
• Ability to function with a high level of autonomy.
• Access to reliable transportation; willingness to spend time in the field when necessary.
• Reliable internet access required.
• Bilingual Spanish required.

Benefits

• Competitive medical, dental, and vision insurance
• Healthcare and Dependent Care FSA; Company-funded HSA
• 401(k) with 4% match, vested 100% from day one
• Employer-paid short and long-term disability
• Life insurance at 1x annual salary
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays
• Paid new parent leave
• Additional benefits to be detailed in offer