Patient Engagement Specialist

About OnDemand Visit:

OnDemand Visit, a subsidiary of Priority OnDemand, goes beyond 9-1-1or non-emergent ambulance response to deliver proactive, in-home and virtual healthcare for high-risk, high-utilizing patients. Embedded in Emergency Medical Services (EMS) operations, we meet patients the moment care is needed—in urban and rural communities—and stay connected through recovery to improve outcomes, close quality and SDOH gaps, and reduce avoidable costs. Patient Engagement Specialists play a key role in outreach, education, and visit scheduling that keeps patients connected to the right care at the right time.

Position Summary:

We are seeking motivated, compassionate, and goal-oriented Patient Engagement Specialists to join our growing team and conduct outbound and inbound outreach to members/patients. You'll contact:

• Patients who recently interacted with EMS/ambulance services for non-emergent needs
• Individuals identified by health plans or flagged by population-health data (e.g. high risk, high utilizers, recent discharges)
• Members/patients who may benefit from follow-up to prevent avoidable ER use

This role directly supports ODV's three programs:

• Pathways—Treat-in-place/9-1-1 diversion
• CareLINC—Stabilization for high-utilizers
• Guide—Transitions of care

You'll be responsible for educating members/patients, overcoming hesitation, and scheduling timely visits with our clinical teams. You'll also recognize when to loop in care coordinators, social workers, or community health workers (CHWs) for additional support and SDOH needs. You need to bring a strong customer service mindset, meeting patients with empathy, clarity, and follow-through on every interaction.

Key Responsibilities:

• Outreach and Conversion:
• Conduct outbound calls to recently discharged patients, EMS-engaged members, and health plan–referred or population-health–flagged cohorts
• Use structured engagement strategies (e.g., objection handling, "3 No's and a Go," motivational interviewing techniques) to turn initial hesitation into scheduled visits
• Clearly explain benefits, available resources, and how ODV services reduce barriers (transportation, access, health literacy)
• Care Connection and Scheduling
• Schedule in-home or virtual visits with ODV clinicians; reinforce time-to-first-touch goals (e.g., within 24 hours for TOC when applicable) and close the loop with patients and partners
• Escalate and coordinate handoffs to care coordinators, social workers, and community health workers when SDOH or clinical complexity requires additional support
• Program Alignment
• Execute outreach that feeds ODV Pathways, CareLINC, and Guide; help reduce avoidable ER visits, support post-discharge continuity, and improve gap closure
• Documentation and Collaboration
• Document interactions accurately in system(s) of record; follow data-privacy and compliance standards
• Collaborate with clinicians, care coordination, and partner teams to ensure seamless transitions between telehealth, EMS, and in-person care models
• Knowledge and Performance
• Maintain strong understanding of ODV services, contracted health-plan programs, member benefits, and local resources
• Meet or exceed targets for contact rate, conversion/scheduled rate, attendance/visit completion, and gap-closure contribution

Work Environment:

• This position may require remote work capabilities and/or work in a traditional call center environment
• This is a customer service-oriented role with call-quality and service metrics guiding daily work
• Standard work hours of 8:00am – 5:00pm, Monday – Friday, with potential flexibility based on patient outreach needs
• Coverage will launch in one priority market with expansion to additional markets as our footprint grows

Qualifications:

• High school diploma or equivalent required; Associate's or Bachelor's degree in a healthcare-related field preferred
• 1-3 years of experience in call center, patient outreach, or sales (preferably in healthcare)
• Bilingual (English and Spanish) preferred
• Basic familiarity with healthcare systems, insurance plans, and medical terminology
• Customer service background, strong communication, and rapport-building skills
• Ability to handle objections and maintain a positive, solution-oriented approach
• Proficient with CRM systems, call center software/tools, and Microsoft Office Suite

Key Competencies:

• Sales-minded empathy with a focus on patient engagement
• Resilient and solution-oriented; skilled at moving "not now" to "yes"
• Patient-centered, clear communication
• Strong team player with sound escalation judgment (care coordinators/social workers/CHWs)
• Familiarity with healthcare navigation, community resources, and SDOH preferred
• Effective multitasking in a fast-paced environment with accurate, real-time documentation