Patient Engagement Specialist

Care Coordination at Ophelia

This role includes weekend coverage. The schedule is either Tuesday to Saturday (Tuesday to Friday, 9:00 AM to 5:00 PM ET; Saturday, 8:30 AM to 4:30 PM ET) or Sunday to Thursday (Sunday, 8:30 AM to 4:30 PM ET; Monday to Thursday, 9:00 AM to 5:00 PM ET).

As a Patient Engagement Specialist, you are the Care Coordination team's first point of contact for patients. You will be highly available for patients, creating a rich and safe patient experience, quickly understanding and addressing patient's concerns and needs. The support provided will align with our Ophelia Care Model and CC Service Offering, intended to keep patients in care and improve patient outcomes.

In this role, you will follow defined processes and protocols that ensure our patients receive consistent, high-quality care. You will manage all inbound communication, quickly assessing the urgency of the need and either managing or triaging to the most appropriate team. You will engage directly with Ophelia patients providing support across a wide range of areas including scheduling visits with a member of the Ophelia clinical team, supporting and finding ways to improve visit attendance, UDS coordination, maintaining and updating patient data, technology troubleshooting, and discharging patients.

To be successful in this role you will become proficient in various technology platforms and channels of communication that Ophelia team members use to communicate and support our patients. You will be quick and efficient in delivering compassionate, patient-centered communication that enables access to visits, triaging medical concerns, addressing requests promptly, and ensuring adequate documentation. This role reports to the Patient Engagement Lead Care Coordinator.

In this role, you will:

• Practice active listening, empathy, and solution-focused approaches to collaboratively engage with patients needing assistance
• Prioritize effectively across multiple channels: switching between SMS, EMR, phone, meetings, and Slack to deliver patient-centered care
• Provide patients with advocacy, in the form of emotional support, de-escalation, education, and modeling good problem-solving behavior
• Use effective written skills to complete professional documentation through various platforms
• Follow Ophelia's policies and maintain all confidentiality, compliance, and ethical standards
• Work autonomously and as part of a team within established procedures and practices
• Consistently practice our cultural values: champion our patients, communicate with kindness, learn and share freely, and get results

We're looking for someone who has:

• Experience delivering outstanding patient experience or customer support, ideally at a consumer-focused healthcare company
• Strong organizational skills and a keen eye for detail: experience maintaining patient records and accuracy in responses
• Tech-savvy: comfortable using various computer platforms, with navigating new systems, and efficient in tech-related tasks
• Experience working in a high-volume communication environment, ideally within a ticketing system or similar tool
• A bias for action and getting things done: proactively taking on work without prompting, swiftly implementing solutions, and achieving results efficiently and effectively
• An aptitude for resilience and adaptability to change that is frequent in a start-up environment
• Flexibility to work some combination of evenings and or weekends and occasional Holidays