Patient Engagement Specialist I

Are you looking for an opportunity to work in a caring and community focused environment? At Covenant Community Care, we are a faith-based non-profit, Federally Qualified Health Center serving the communities of Detroit in our clinics that offer integrated medical, dental and counseling healthcare services. We have an immediate opening for a Full-time Patient Engagement Specialist I.

GENERAL DESCRIPTION:

The Patient Engagement Specialist I provides professional, friendly, and patient-centered service to Covenant Community Care patients through the Contact Center. Working under the direction of the Patient Engagement Supervisor, the Patient Engagement Specialist I serves as a primary point of contact for incoming and outgoing patient communications, appointment scheduling, medication refill requests, patient outreach activities, and message routing.

The Patient Engagement Specialist I utilizes established workflows, available resources, and organizational knowledge to assist patients and resolve concerns whenever possible while supporting Covenant Community Care''s commitment to quality care, patient access, and exceptional customer service.

SPECIFIC DUTIES:

Registration and Scheduling

The Patient Engagement Specialist I provides frontline support for incoming and outgoing patient communications and scheduling activities. Specific duties include:

• Respond to incoming patient calls, including appointment scheduling, medication refill requests, and general patient inquiries.

• Schedule, reschedule, and cancel appointments according to established protocols.

• Route messages, refill requests, and patient communications to the appropriate clinical or administrative staff.

• Document patient interactions accurately within the electronic health record.

• Collect and update patient demographic and insurance information according to established workflows.

• Verify patient contact information and preferred communication methods.

• Provide patients with general information regarding insurance, payment options, and available financial assistance programs.

• Provide patients with information regarding services, locations, hours of operation, and organizational procedures.

• Assess patient needs and utilize available resources, workflows, departmental reference materials, and organizational knowledge to resolve concerns whenever possible.

• Forward calls to nursing staff, providers, or other departments when appropriate.

• Route emergency calls appropriately.

• Escalate unresolved patient concerns, operational questions, and workflow issues to the Patient Engagement Specialist II when additional review or resolution is required.

Patient Access & Engagement

• Conduct outbound patient communications and outreach activities as assigned.
• Complete appointment reminder activities according to established workflows.
• Participate in care gap outreach, population health initiatives, and other patient engagement activities as assigned.
• Support patient portal enrollment and assist patients with basic access questions.
• Relay healthcare information to patients accurately and professionally.

Customer Service

• Communicate professionally and courteously with patients, staff, and external partners.
• Be aware of potential emergency situations and take appropriate action as needed.
• Act as a representative of Covenant Community Care by treating all employees and patients with dignity and respect.

Inter-Departmental Collaboration

• Communicate effectively with providers, nursing staff, site teams, and administrative departments.
• Participate in departmental meetings, training activities, workflow updates, and technology enhancements.
• Notify leadership of recurring patient concerns, workflow issues, or operational barriers impacting service delivery.

Policy & Compliance

• Maintain compliance with HIPAA, patient confidentiality standards, documentation requirements, and organizational policies.
• Adhere to established Contact Center workflows, service standards, and departmental expectations.
• Perform other administrative duties and responsibilities as assigned.

QUALIFICATIONS AND COMPETENCIES:

Minimum qualifications:

• High school diploma or equivalent
• Two years of customer service experience preferred
• Prior healthcare or Contact Center experience preferred

Preferred qualifications:

• Experience working within an electronic health record.
• Bilingual English/Spanish.

Required competencies:

• Ability to interpret and comply with insurance requirements.
• Basic understanding of insurance information and eligibility requirements.
• Basic understanding of the Sliding Fee Discount Program.
• Ability to exercise good judgment in evaluating situations and making decisions.
• Basic understanding of Federally Qualified Health Center operations and patient access requirements.
• Ability to listen, write, and speak effectively with patients, staff, and leadership.
• Ability to maintain professionalism, empathy, and culturally responsive communication.
• Ability to exercise good judgment, follow established workflows, and protect patient confidentiality.
• Ability to use EHR, contact center, and Microsoft Office systems accurately and efficiently.
• Ability to work in a fast-paced environment while maintaining accuracy and customer service standards.
• Ability to resolve complex patient concerns using sound judgment and established workflows.
• Ability to recognize issues requiring escalation and follow established escalation processes.

Job Type: Full-time 40 hours/week

At Covenant we offer our employees:

Comprehensive Benefit program

Vacation, Sick, and Personal time (VSP)

Paid holidays

401K

Life insurance, long term and short-term disability

Candidates must successfully complete an office skills assessment, a criminal background check and TB test as part of the hiring process.