Patient Engagement Specialist

The role

The Patient Engagement Specialist serves as the first point of contact for patients. You will manage inbound communication, triage needs, and support patient outcomes through scheduling, data maintenance, and troubleshooting.

What you will do

• Practice active listening, empathy, and solution-focused approaches to engage with patients
• Prioritize across SMS, EMR, phone, meetings, and Slack
• Provide patients with advocacy, emotional support, de-escalation, and education
• Complete professional documentation through various platforms
• Follow Ophelia's policies and maintain confidentiality, compliance, and ethical standards
• Work autonomously and as part of a team
• Manage inbound communication and triage needs to the appropriate team
• Schedule visits with the clinical team
• Support and find ways to improve visit attendance
• Coordinate UDS, maintain patient data, troubleshoot technology, and discharge patients

Required qualifications

• Experience delivering outstanding patient experience or customer support
• Strong organizational skills and a keen eye for detail
• Experience maintaining patient records and accuracy in responses
• Tech-savvy and comfortable using various computer platforms
• Experience working in a high-volume communication environment
• A bias for action and getting things done
• Aptitude for resilience and adaptability to change in a start-up environment
• Flexibility to work some combination of evenings and or weekends and occasional Holidays

Nice to have

• Experience ideally at a consumer-focused healthcare company
• Experience ideally within a ticketing system or similar tool

Benefits

• Medical, vision, and health insurance
• 20 days of PTO starting, increasing to 5 weeks after 2 years and 6 weeks after 5 years
• 10 company holidays
• Work From Home Stipend
• 401k Contribution Platform
• Life insurance
• Short and long term disability
• Financial wellness
• Virtual primary care

About the company

Ophelia is a venture-backed, healthcare startup that helps individuals with OUD by providing FDA-approved medication and clinical care through a telehealth platform.