Patient Engagement Associate II

Imagine Pediatrics is a tech enabled, pediatrician led medical group reimagining care for children with special health care needs. We deliver 24/7 virtual first and in home medical, behavioral, and social care, working alongside families, providers, and health plans to break down barriers to quality care. We do not replace existing care teams; we enhance them, providing an extra layer of support with compassion, creativity, and an unwavering commitment to children with medical complexity.

Applicants residing in Tennessee, Missouri, Texas, Florida, North Carolina, Georgia, Washington D.C., New Jersey, and/or New York strongly preferred.

This position is remote with local travel as needed.

The Patient Engagement Associate II will work collaboratively with their engagement pod and have shared accountability for enrolling and onboarding children and caregivers into Imagine Pediatrics’ program. This role will be highly specialized and require strong critical thinking and creative problem-solving skills along with an aptitude for collaboration and teamwork. Specific responsibilities include:

• Conduct thorough research on attributed patients to better understand their healthcare needs and utilization, uncover potential challenges or barriers to enrollment, and identify thoughtful ways to reach caregivers.
• Perform telephonic outreach to the caregivers of attributed patients with the goal of enrolling their child in care and ensuring a seamless onboarding experience.
• Perform telephonic outreach to other healthcare professionals that may be engaging with our attributed patients and their caregivers. This could include durable medical equipment (DME) companies, home health organizations, pharmacies, pediatricians, and more.
• Leverage relationships with Imagine teammates and external providers, along with community resources, to support ongoing engagement and re-engagement of enrolled patients, connect caregivers with ongoing support, and facilitate communication and care coordination to help address barriers to care.
• Handle inbound phone calls from caregivers, health plan service coordinators, and hospital discharge planners as part of the enrollment process.
• Develop deep knowledge of Supplemental Security Income (SSI) program and perform telephonic outreach to caregivers that may be eligible for this program.
• Collaborate with Provider Engagement Specialists to conduct embedded outreach (e.g., on-site at PCP offices, residential facilities, etc.) when appropriate to support the enrollment process.

First and foremost, you’re passionate and committed to creating the healthcare experience that our sickest children and their caregivers deserve. You want an active role in building a diverse and values-driven culture. Things change quickly in a startup environment; you accept that and are willing to pivot quickly on priorities. In this role, you will need:

• 2+ years of healthcare experience in care coordination, community health, patient engagement, customer service, or sales.
• Proven success in a centralized contact center environment.
• Experience with resourcing within a patient or family facing role and navigating social service agencies.
• Strong aptitude for documentation; prior experience with a CRM platform is a plus.
• Excitement to be part of a tight-knit team with shared accountability for enrollment; excellent collaboration skills.
• Stellar active listening and communication skills; ability to tailor value proposition to various audiences with different needs and overcome more complex objections.
• Strong ability to build trust & relationships with key stakeholders, including caregivers & other healthcare organizations.
• Passion and aptitude for research and data mining;…