Conduct outbound calls to eligible patients and working to facilitate efficient scheduling of initial in-home appointments
Ensure patients receive a detailed explanation of program services
Thoroughly and accurately document call notes and scheduling details in electronic system
Expedite emergency clinical calls as needed
Process new appointments or changes to existing appointments
Document accurate and concise patient/family feedback and special needs during each call in our systems, enabling our market-based clinicians to provide excellent care during each appointment
Must achieve and sustain expected metrics set by department leadership to include but not limited to: Quality Scores, Acceptance Rates, Number of Patients Engaged and Alignment with Harmony Care Core Values
Demonstrate compassion for individual needs, attention to detail, and collaborating with other team members
Demonstrate a high level of professionalism and continuous improvement while participating in the call quality monitoring processes
Utilizes exceptional communication and social skills to clearly explain services and needs to patient/family
Complete ongoing training and coaching programs for further skills development by deadlines
Work collaboratively and efficiently with other corporate and market based team members to ensure patients receive exceptional service
Perform other duties as assigned

High school diploma
Ability to multi-task while given competing priorities
Ability to communicate in an empathetic, compassionate, and professional demeanor at all times
Ability to problem solve with demonstrated capacity to embrace complex problems and arrive at effective solutions in a timely manner
Ability to analyze problems and resolve issues in a rapid, direct and complete manner
Demonstrates short and long-term persistence in meeting objectives and personal development
Ability to adapt to new systems and changes as required and apply guidelines/procedures
Excellent communicator with an uplifting and personable manner with outstanding phone etiquette
Excellent written communication skills with success in providing notes, updates, and written communications via computer systems
Excellent data-entry skills and proven ability to navigate multiple computer screens

Patient Engagement Specialist, Bilingual Mandarin

Key skills