Patient Engagement Associate

Note: We sincerely appreciate your interest in us, but please do not call to follow up on your application as our direct phone line is used for inbound patient and caregiver calls. We encourage you instead to utilize our [email protected] inbox. We receive a high volume of applications, but will do our best to respond to every application in a timely manner. 

What You’ll Do

As Patient Engagement Associate with Imagine Pediatrics, you will be responsible for telephonic outreach to prospective members (parents, family members, caregivers), helping them to get enrolled and set up with Imagine Pediatrics' app-based technology. Your responsibilities will include:

• Conduct high-volume (70+ daily) outbound calls in addition to emails and SMS to eligible families to introduce them to Imagine Pediatrics and support program enrollment. 
• Clearly and empathetically communicate Imagine Pediatrics’ value proposition, tailoring the conversation to family's needs, concerns, and motivations.
• Effectively identify and address any parent/family questions, concerns, or objections while maintaining a calm and professional demeanor. 
• Meet or exceed monthly performance targets related to outreach volume, engagement, enrollment, and call quality.
• Facilitate and schedule family and patient hand offs to the appropriate care team
• Document call notes and information in a CRM system
• Leverage reporting and dashboards to identify unenrolled or unresponsive families and come up with creative solutions to reach them
• Participate in regular team meetings and contribute to a culture of collaboration and positivity.
• Identify and escalate feedback on trends, ideas, or barriers to enrollment with a problem-solving mindset

What You Bring & How You Qualify

First and foremost, you’re passionate and committed to reimagining pediatric health care and creating a world where every child with special health care needs gets the care and support they deserve. You want an active role in building a diverse and values-driven culture. Things change quickly in a startup environment; you accept that and are willing to pivot quickly on priorities. In this role, you will need:  

• High School Diploma or GED required.
• Bilingual Spanish strongly preferred
• Reliable internet access required
• Minimum of one (1) year of experience working in a metrics-driven, performance-based outreach, customer service, or call center environment where outbound communication was a primary responsibility
• An innate ability to overcome objections.
• Demonstrated ability to learn and manage multiple software applications and platforms in a fast-paced environment
• Proven ability to learn and retain information such as medical terminology and governmental program details (e.g., Medicaid)
• Proven ability to balance multiple competing priorities while meeting or exceeding deadlines.
• Must be dependable, with a strong dedicated work ethic, attention to detail and accuracy.
• Thrive in a very fast paced start up environment while embracing change with a "can do" attitude.
• Demonstrated verbal, listening, and written communication skills are required.
  

What We Offer (Benefits + Perks) 

The role offers an hourly range of $20-$22 per hour in addition to uncapped, performance-based monthly bonus, competitive company benefits package, and eligibility to participate in an employee equity purchase program (as applicable). When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary.  

We provide these additional benefits and perks:

• 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