Outbound Call Agent (Remote)

Job Title: Patient Engagement Specialist

Company Description:

Greater Good Health is a community of healthcare providers, operators, and builders whose mission is to address health disparities and reimagine senior healthcare. To do this, we partner with payers to bring value-based primary care to underserved communities and work alongside risk-bearing organizations to develop innovative, value-based clinical programs – all designed exclusively for older adults and their unique healthcare needs. Grounded in our mission and core values, we are building a better, simpler healthcare experience for the patients we serve and the providers who care for them.

While providing more access to care, we understand that Nurse Practitioners need optimal work-life alignment to provide the best care for the greater good. GGH’s goal is to support the modern-day healthcare professional to live fully in both their professional and personal lives.

If this vision resonates with you, we hope you consider bringing your passion, your energy, your curiosity to Greater Good Health.

The Role: The GGH Patient Engagement Specialist (PES) plays a critical role as the point of contact to engage patients and connect them to care. Successful PESs are excellent communicators, empathetic, and have a strong work ethic and desire to positively impact the quality of care delivered by GGH. They are welcoming and courteous, have superior active listening and critical thinking skills, and are comfortable with multitasking and problem-solving. Patient Engagement Specialists must also be able to relate to the geriatric population, build trust, and make them feel comfortable.
• ***Applicants must be comfortable working 8a-5p (PST)

Typical duties of a Patient Engagement Specialist include:
• Outreaching to and scheduling patient home, telehealth, and in-clinic visits to complete their annual Wellness Visits. These visits ensure patients receive timely preventative care and build care plans around existing health conditions
• Accepting inbound calls from patients to schedule Annual Wellness Visits (AWVs)
• Handling protected health information (PHI); and adhering to the general standards set forth by HIPAA
• Partnering with GGH Nurse Practitioners to manage their day-to-day patient schedules, coordinating patient cancellations, reschedules, and add-ons with the NP
• Building a logical driving route for the GGH Nurse Practitioner to complete their home visits that optimizes the time the NP spends with their patients
• Connecting with the geriatric population to build trust, answer questions, and make them feel comfortable, calm, and supported
• Building a strong positive relationship with GGH Nurse Practitioners and maintaining professional communications with our client partners and Nurse Practitioners
• Coordinating referrals and activities for high-risk programs
• Maintaining collaborative relationships with clinicians and the leadership team to help develop new programs to improve patient engagement
• Other duties as assigned
• Key Success Outcomes for Patient Engagement Specialists
• Completing 50-100 outbound calls per day
• Achieving conversion rate expectations
• Building and maintaining strong professional relationships with the PES team and GGH Nurse Practitioners
• Timely and accurate documentation
• Meeting and exceeding call quality standards

Responsibilities: • 1-2 years of post-high school education or a degree from a two-year college • 1-3 years of experience working in standard operating systems (Windows, MS Word, MS Excel, Internet, and other applicable systems.) • 1-3 years of experience working in a call center, preferably sales related. • Stable and strong internet connection required - minimum 30 Mbps download and 5 Mbps upload speed • Excellent verbal and written communication skills • Outstanding phone skills with sensitivity towards protected health information (PHI). • Must be organized, detail-oriented, and be able to multi-task • Must be adaptable and a team player • Professionalism in appearance, communication, and demeanor • Must be able to work independently with limited supervision • Solid problem-solving skills • Preferred • Basic Excel skills to be able to navigate, data entry, filter, and sort data • 1+ years of experience with Medicare/Senior population • 1+ years of call center experience and managing phone queues • Healthcare experience in a patient-facing role • Phone sales experience • Strong preference for bilingual (English/Spanish)

Perks and Benefits:
• Competitive Compensation Package: We offer a competitive compensation package (guaranteed hourly rate + bonus where you can earn up to $24.40/hr)
• Comprehensive Medical, Dental, and Vision Benefits: Take advantage of comprehensive healthcare coverage, including medical, dental, and vision benefits, to prioritize your health and well-being. Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs) available
• Paid Time Off and Parental Leave: Enjoy paid holidays, vacation time, and paid parental leave to maintain a healthy work-life balance and spend quality time with your loved ones
• 401K Program with Company Match: Plan for your future with our 401K program, featuring a company match, to help you save for retirement
• Monthly Phone/Internet Reimbursement: Stay connected with our monthly phone and internet reimbursement, ensuring you have the tools you need to excel in your role
• Wellness Resources: Access wellness resources, including BetterHelp, the Calm app, and Quarterly Wellness Events, to support your physical, mental, and emotional well-being
• Comprehensive Life and AD&D Coverage: Enjoy peace of mind with 100% premiums covered by GGH for Basic Life and Accidental Death & Dismemberment (AD&D) insurance for full-time team members. Additionally, voluntary supplemental life insurance is offered at a discounted rate
• Short-Term Disability Coverage: Gain additional financial security with voluntary short-term disability (STD) coverage. This benefit provides a percentage of your salary during periods of illness or injury that prevent you from working for a set period of time

Pay: Up to $24.40 per hour

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