Patient Engagement Specialist

Description

• Put Patients First
• Empower Entrepreneurial Provider and Care Teams
• Operate with Integrity & Excellence
• Be Innovative
• Work As One Team

What You'll Do

• Execute timely follow-up on patient-generated leads, ensuring adherence to established response timelines and engagement standards.
• Educate prospective patients on clinic services, providers, available resources, and enrollment processes.
• Support conversion of leads into scheduled appointments, clinic tours, and completed first visits.
• Coordinate and support clinic tours, creating a welcoming and informative experience for prospective patients.
• Partner with clinic teams to facilitate seamless scheduling, check-in, and initial patient visit experiences.
• Conduct patient outreach campaigns through phone, text, and email to support engagement, retention, and conversion goals.
• Support the creation, customization, and distribution of patient-facing materials, including brochures, welcome packets, educational resources, and outreach collateral.
• Participate in community outreach events, health fairs, broker events, clinic activations, and other patient engagement activities.
• Support event operations, including patient registration, lead capture, and onsite engagement activities.
• Maintain accurate documentation of patient interactions, outreach activities, appointments, and outcomes within designated systems.
• Monitor lead progression, identify barriers to conversion, and escalate concerns as appropriate.
• Analyze engagement trends and communicate opportunities for operational improvement to leadership.
• Collaborate with Community Engagement Specialists, Broker Engagement Specialists, clinic teams, and operational partners to support coordinated patient engagement efforts.
• Facilitate effective handoffs between outreach, broker, and clinic teams to ensure a consistent patient experience.
• Support health plan initiatives, including Chronic Condition Verification (CCV) documentation and related patient outreach activities.
• Track documentation workflows, identify gaps or delays, and coordinate follow-up activities through completion.
• Participate in team meetings, training programs, process improvement initiatives, and workflow development activities.
• Escalate patient concerns or issues to the appropriate department, ensuring proper resolution and follow-up.

Qualifications

• High school diploma or equivalent required.
• Associate's or Bachelor's degree in Healthcare Administration, Business, Public Health, Health Sciences, or a related field preferred.
• Minimum of 1-3 years of experience in patient engagement, customer service, healthcare coordination, or a call center environment.
• Strong interpersonal and communication skills with a patient-centered approach.
• Experience with CRM systems, scheduling platforms, lead management tools, or related technologies preferred.
• Strong organizational skills with the ability to manage multiple priorities, projects, and deadlines in a fast-paced environment.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and comfort learning new technology platforms and EHR systems.
• Strong attention to detail and ability to maintain accurate documentation and records.
• Ability to analyze basic operational data, identify trends, and escalate issues appropriately.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Sound judgment when handling confidential information and sensitive situations.
• Professional work ethic and commitment to accountability, teamwork, and continuous improvement.
• Comfortable interacting with diverse patient populations in clinic and community settings.
• An authentic passion for improving patient experiences and advancing value-based care.

Environmental Job Requirements and Working Conditions

• This position is based in Las Vegas, Nevada and supports Astrana Care of Nevada operations.
• Work may be performed in an administrative office, clinic setting, or other approved work location based on business needs.
• Frequent use of computers, telephones, and other standard office equipment is required.
• May require occasional travel between local clinic locations and attendance at community outreach events, health fairs, and network activities.
• The compensation range for this role is $25.00 - $30.00 per hour. The range represents our target compensation range for this position and may vary based on experience, education, skills, internal equity, and business needs.

About Astrana Health, Inc.