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Lead Patient Engagement Specialist

Remote

Who We Are

Evergreen Nephrology partners with nephrologists to transform kidney care through a value-based, person-centered, holistic, and comprehensive approach to kidney care. We believe patients living with kidney disease deserve the best care. We are committed to improving patient outcomes and improving quality of life by delaying disease progression, shifting care to the home, and accelerating kidney transplants.

We help nephrologists focus on the right patients at the right time across the full care spectrum. We do this by providing them with the best-in-class interdisciplinary clinical resources, analytical insight and tools, and services to patients. We listen to the needs of our patients, our employees, and our client partners, continually working to push beyond the status quo in which the care system manages patients today.

Who You Are

You are devoted, compassionate, and enjoy being on the front lines of healthcare, changing the lives of patients by supporting them and the team by focusing on customers. You’re excited about being part of a team that is building a healthcare delivery model that ensures the highest possible quality of life and best outcomes for those in our care. You believe people living with kidney disease deserve the best person-centered, holistic, comprehensive care and want to influence the healthcare system to drive towards that. You thrive in innovative and evolving environments with high rates of change.

Your Role

As a Lead Patient Engagement Specialist, you are responsible for driving the success of the Patient Engagement Specialist team across telephonic patient engagement support and one-to-one patient acquisition goals.  This role focuses on coaching and leading the team to meet and exceed key performance indicators while creating best-in-class patient experiences as the patient ambassadors to Evergreen.  Your job duties will include taking full ownership of the Patient Engagement Specialist team, ensuring each individual is an expert at driving patient activation and is meeting or exceeding goals.  You will monitor and coach the Patient Engagement Specialist team and identify improvements and process requirements to support scaling operational excellence.      

Role Responsibilities 

  • Drive best-in-class performance across the Patient Engagement Specialist team by excelling across key workforce management and one-to-one patient acquisition metrics (inbound call handle rate, outreach turnaround time, patient enrollment, care gap closure, etc.). 
  • Monitor performance reporting in care management platform and telephony platform and implement changes as needed to meet patient outreach targets
  • Conduct root cause analysis using data-driven insights to address barriers to success and implement solutions 
  • Complete QA on calls and documentation of patient interactions   
  • Create an engaging team culture and support daily and weekly team meetings and team building activities, including ensuring Patient Engagement Specialists have strong partnerships within their regional care management teams to support successful patient hands offs
  • Support effective change management through thoughtful communication with stakeholders from clinical, technology and analytics teams as well as with Patient Engagement Specialists.  Cultivate a growth mindset across the Patient Engagement Specialist team and cascade training and process updates that drive rapid process adoption. 
  • Approach challenges with a solutions-first mindset and support continuous improvement frameworks as the subject-matter expert on Patient Engagement Specialist workflows and patient journey.  Synthesize end user feedback and escalate to recommend tool and process enhancements. 
  • Monitor telephonic coverage service levels and all communication channels during working hours for escalations and questions
  • Support new hire onboarding and training 
  • Support continuous learning and development around patient communication including scripting and call workshopping
  • Work in collaboration with clinical leaders and care managers to address escalations, investigate patient complaints and identify process gaps and recommend solutions to Senior Leadership  
  • Work in collaboration with the Director, Patient Engagement to develop and evolve service design for Patient Engagement Specialist role functions in alignment with Evergreen’s clinical care management model 
  • Work in collaboration with the Director, Patient Engagement to execute on timely outreach across new practices, payers and newly aligned patient cohorts including meeting customer targets on outreach and quality 
  • Work in collaboration with the Director, Patient Engagement to assess and continuously improve Patient Engagement Specialist capacity to support an optimized staffing model 
  • Other duties as assigned 

Required Qualifications

  • Bachelor’s degree preferred
  • 5+ years of telephonic patient engagement or customer service experience in a healthcare environment working directly with patients; startup experience is a plus
  • Ability to navigate ambiguity, prioritize and pivot in a fast-paced environment and coach performance across a phone-based team to drive success across goals
  • Excellent collaboration skills
  • Exceptional capacity to multitask
  • Self-directed
  • Tenacity required to drive initiatives forward, overcome obstacles, and achieve goals despite challenges
  • Excellent verbal and written communication skills; Excellent problem-solving and organizational skills
  • Experience with Medicare and/or kidney care population is a plus
  • Intermediate skills with MS Office Suite of products including Excel, Outlook and Teams
  • Able to work effectively in a primarily remote environment:
    • Home internet must support a minimum download speed of 25 Mbps and upload speed of 10 Mbps. Cable, Fiber, or DSL connections hardwired to the internet device are recommended
    • Evergreen will provide remote employees with telephony applications and equipment to meet the business requirements for their role
    • Employees must work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

 

Compensation

The pay range for this role is $65,000 to $80,000 annually.  Exact pay is determined based on experience, education, demand for the role, and other role-specific factors. 

This role is also eligible for an annual bonus.

Benefits

Evergreen Nephrology’s total rewards program is designed to support you in and outside of work. You can expect:

  • Paid time off starting at 4 weeks for full-time employees
  • 12 paid holidays per year
  • Medical, dental, vision and life insurance, including an HSA with employer match
  • Reimbursement for continuing medical education for eligible roles
  • A 401(k) program where Evergreen matches up to 4% of contributions
  • Paid parental leave
  • A robust training and development program that starts with onboarding and continues throughout your career with Evergreen Nephrology

 

Evergreen Nephrology is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition or any other protected category under local, state or federal laws.

 

If you are an applicant with a disability who requires reasonable accommodation for any part of the hiring process, please contact us for assistance at recruiting@evergreennephrology.com.

 

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