Patient Engagement Specialist - Central Team (Remote)
At Author Health, we believe in providing compassionate, comprehensive technology-enabled mental health care that meets our patients where they are, particularly for individuals facing serious mental illness (SMI), substance use disorders (SUD), and dementia. Our mission-driven, person-first company is seeking a self-motivated and empathetic Patient Engagement Specialist to join our team. This role is essential to connecting patients with the critical health and social services that they need.
As a Patient Engagement Specialist, you will play a pivotal role in Author Health’s approach to care by connecting over the phone and virtually with individuals with SMI, SUD and dementia. Your focus will be on helping these individuals schedule and attend health care services by forming meaningful connections and relationships. This position requires strong interpersonal skills, the ability to build trust quickly, and a relentless drive to help patients and their caregivers access the care they deserve.
You will be responsible for high-volume outreach aimed at growing our program, documenting member interactions thoroughly, and providing seamless handoffs to our clinical team. The ideal candidate thrives in a fast-paced environment, is metrics-driven, and values the opportunity to work in a purpose-driven, evolving startup.
WHAT IS YOUR SUPERPOWER?
- You thrive on building trusting relationships quickly by communicating clearly and emphatically and making patients feel heard, comfortable, and safe
- You possess patience, cultural competency, a non-judgemental attitude, and the ability to adapt your communication style to meet a patient's individual needs, all while respecting the patient's autonomy and preference
- You are able to build meaningful connections with patients and their caregivers over the phone - understanding where they are in their personal and healthcare journey, and connecting them with the appropriate resources within Author
WHAT YOU WILL DO:
- Conduct high-volume outreach over the phone to educate potential patients and caregivers on their health services needs and available benefits and help them schedule and attend recommended health care appointments
- Independently organize and prioritize your workload, and problem solve to meet monthly outreach and enrollment goals
- Utilize Author Health’s CRM and electronic medical record to track outreach and document member consent and interaction notes accurately
- Work collaboratively with care teams to ensure a seamless transition from outreach to ongoing support
- Provide feedback on outreach strategies to improve and evolve our approach, ensuring that we remain patient-focused and effective
- Participate in virtual meetings and maintain motivation in a fully remote, dynamic work environment
WHAT WE ARE SEEKING:
- 2+ years of experience in customer service/sales, with cold outreach experience preferred
- 2+ years of experience in healthcare outreach, community engagement, or related fields
- Strong ability to initiate conversations and build connections quickly, especially with individuals with vulnerable health care needs
- Experience in healthcare, social services, or mental health services, with an understanding of seniors’ needs and challenges
- Proficiency in critical thinking, time management, and multitasking
- Able to work independently and able to meet weekly outreach goal successfully
- Basic proficiency in G-Suite, and video conferencing platforms
- Excitement for working in an innovative, fast-paced startup environment
- Adherence to HIPAA regulations and confidentiality\
- Strong tech proficiency and comfort using technology in daily work
WHAT WE OFFER:
- Retirement savings plan (401k) Plan with up to 3.5% company match
- Low cost comprehensive benefits package for employee and dependents (Medical/ Dental / Vision / STD / Life Insurance)
- Generous paid vacation and sick leave
- 9 paid holidays throughout the year with (2) additional flex holidays, 11 in total!
- Performance-based bonuses
- And much more!
This behavioral health new company is committed to a diverse and inclusive workplace. It is the company’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. The company’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. If you need assistance or a reasonable accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance and no applicant will be penalized as a result of such a request. In accordance with applicable legal requirements such as the San Francisco Fair Chance Ordinance Newco will consider for employment qualified applicants with arrest and conviction records.
