Patient Engagement Specialist/bilingual Cantonese

OverviewHarmonyCares is a leading national value-based provider of in-home primary care services for people with complex healthcare needs. Headquartered out of Troy, Michigan, HarmonyCares operates home-based primary care practices in 14 states. HarmonyCares employs more than 200+ primary care providers to deliver patient-centered care under an integrated, team-based, physician-driven model.Our Mission – To bring personalized, quality-based healthcare to the home of patients who have difficult accessing care.Our Shared Vision – Every patient deserves access to quality healthcare.Our Values – The way we care is our legacy. Every interaction counts. Go the extra mile. Empower and support each other.Why You Should Want to Work with UsHealth, Dental, Vision, Disability & Life Insurance, and much more401K Retirement Plan (with company match)Tuition, Professional License and Certification ReimbursementPaid Time Off, Holidays and Volunteer TimePaid Orientation and TrainingGreat Place to Work CertifiedEstablished in 11 statesLargest home-based primary care practice in the US for over 28 years, making a huge impact in healthcare today!More details about the benefits we offer can be found at https://careers.harmonycares.com/benefits .ResponsibilitiesThe Patient Engagement Specialist is responsible for new patient acquisition. The role is critical to drive the growth of the organization and meet our patient engagement commitments to HarmonyCares customers and partners. The Patient Engagement Specialist is responsible for reaching out to eligible patients to explain services, addressing a variety of inquiries, gathering feedback, and scheduling new patient appointments. The Patient Engagement Specialist is to address questions quickly while providing responses and meeting the needs of the patient and HarmonyCares internal team members in a timely, calm, and professional manner. The PES develops a deep level of trust with patients in a vulnerable chapter of life, understanding their needs, engaging the patient on how HarmonyCares can best support them and their families, and orchestrating the initial engagement with the clinical team.Essential Duties And ResponsibilitiesConduct outbound calls to eligible patients and working to facilitate efficient scheduling of initial in-home appointmentsEnsure patients receive a detailed explanation of program servicesThoroughly and accurately document call notes and scheduling details in electronic systemExpedite emergency clinical calls as neededProcess new appointments or changes to existing appointmentsDocument 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 appointmentMust 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 ValuesDemonstrate compassion for individual needs, attention to detail, and collaborating with other team membersDemonstrate a high level of professionalism and continuous improvement while participating in the call quality monitoring processesUtilizes exceptional communication and social skills to clearly explain services and needs to patient/familyComplete ongoing training and coaching programs for further skills development by deadlinesWork collaboratively and efficiently with other corporate and market based team members to ensure patients receive exceptional servicePerform other duties as assignedQualificationsRequired Knowledge, Skills and ExperienceHigh school diplomaAbility to multi-task while given competing prioritiesAbility to communicate in an empathetic, compassionate, and professional demeanor at all timesAbility to problem solve with demonstrated capacity to embrace complex problems and arrive at effective solutions in a timely mannerAbility to analyze problems and resolve issues in a rapid, direct and complete mannerDemonstrates short and long-term persistence in meeting objectives and personal developmentAbility to adapt to new systems and changes as required and apply guidelines/proceduresExcellent communicator with an uplifting and personable manner with outstanding phone etiquetteExcellent written communication skills with success in providing notes, updates, and written communications via computer systemsExcellent data-entry skills and proven ability to navigate multiple computer screensPreferred Knowledge, Skills And ExperienceBachelor’s degree1 year or more of experience and success in exceeding individual and team goals in an inside sales, telephonic sales, fundraising or similar positionWorking knowledge of the healthcare industryAbility to speak multiple languages fluently Posted Max Pay Rate USD $25.69/Hr. Posted Min Pay Rate USD $20.10/Hr. Pay Transparency Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related considerations. Notice HarmonyCares and HarmonyCares Hospice are not affiliated with Harmony Hospice Care. HarmonyCares Hospice does not conduct business in OH. HarmonyCares Hospice conducts business in MI, VA, WI, TX, IN, IL.