Behavioral Health Intake & Patient Engagement Specialist

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

is a remote, patient‑facing role that facilitates access to behavioral health care by coordinating patient intake, scheduling appointments, verifying eligibility, managing referrals, and matching patients with appropriate providers. This role serves as a key liaison between patients and care teams, ensuring a seamless patient experience while supporting provider panel optimization and continuity of care.

This role supports a national behavioral health practice operating from 8:00 AM to 11:00 PM EST. Work schedules will be assigned within these operating hours based on business needs. Preference will be given to candidates located in the Eastern or Mountain time zones.

• Conduct preliminary screening and assessment of individuals seeking services accurately and within established time frames.
• Manage targeted patient outreach lists to support behavioral health intake conversion and patient engagement. Throughout the day you will utilize techniques to outreach patients in a personalized and engaging way.
• Use strong communication skills to build trust with scheduled, prospective, inactive, or overdue patients to encourage and motivate them to schedule their appointments and complete necessary pre‑visit readiness tasks (ie. documentation, payment info on file, etc...).
• Assist patients with understanding next steps, visit expectations, scheduling needs, and appointment readiness.
• Proactively manage provider panels and waitlist to maximize patient access and provider productivity.
• Support provider panels by assisting with high‑risk patient lists, overdue follow‑ups, inactive patient re‑engagement, and provider‑directed outreach.
• Initiate and support targeted outreach campaigns, including:
  • Intake pipeline conversion
  • No‑show and cancellation reduction
  • Inactive patient re‑engagement
  • Provider call‑out rescheduling
• Track outreach outcomes, barriers, and patient engagement activity using approved systems and reporting tools.
• Escalate patient concerns, workflow barriers, or access issues through the appropriate channels.
• Work collaboratively with behavioral health operations, providers, leadership, and cross‑functional partners.
• Perform additional duties assigned by Supervisor/Manager that align with role scope and business needs.

• 2+ years of experience in healthcare coordination, patient access, intake coordination, customer service, inside sales, outreach, or call center operations.
• Strong verbal and written communication skills with the ability to engage patients professionally and empathetically.
• Ability to manage multiple worklists, priorities, and follow‑up tasks independently.
• Proven skill managing multiple channels of communication including phone, email, chat, etc.
• Strong attention to detail and ability to document outreach activity accurately.
• Comfort working in a metrics‑driven environment.
• Ability to work remotely with a designated workspace that supports patient privacy and confidentiality.
• Proficiency with Microsoft Office tools or similar productivity/reporting platforms.

• Behavioral health, virtual care, healthcare access, or patient engagement experience.
• Experience with Epic, CRM platforms, patient scheduling systems, Five9 or outreach/campaign…