Answer incoming patient inquiries via phone and messaging, schedule and manage appointments, initiate administrative requests (referrals, medication renewals, authorizations), update patient records, resolve patient issues, support clinic scheduling and data collection, and participate in continuous improvement and special projects.

The role involves making outbound calls to patients, members, and customers to schedule appointments for preventative health screenings and assess healthcare needs. Responsibilities also include assisting members and patients with benefits and insurance information, and conducting outbound surveys.

The Engagement Specialist will contact health plan members to guide them toward scheduling care assessments and provide encouragement to take the next step in their health journey. This involves handling conversations that range from easy successes to those requiring more significant effort and heart.

The representative will serve as the initial contact for inquiries from external partners and patients, managing a high volume of calls (50-60 daily) and handling important documents to ensure smooth business operations. Key duties include managing needs for Spanish-speaking parties via phone or email, routing inquiries to appropriate internal resources, and resolving customer issues.