What are the responsibilities and job description for the Patient Engagement Representative position at Hopscotch Primary Care?
ABOUT THE ROLE
At Hopscotch Primary Care, we take a team approach to serve patients' needs to provide the best care possible. Our goal is to provide the care each of us would want for ourselves or for our family members, in the right setting and at the right time.
As the Patient Engagement Specialist, you will be responsible for driving new patient growth at all clinics by outreaching, qualifying, and converting inbound prospective patient leads to new HPC patients. In addition, the PES will be an ambassador for Hopscotch Primary Care through educating prospective patients on our care model and key differentiators. This is a quota carrying role, and will require a high level of communication, organization and attention to detail to succeed. This role is based in Western North Carolina and will primarily be remote. However, the PER will be expected to periodically travel to clinic sites and surrounding areas to meet with the Outreach and Clinical teams to develop relationships and ensure proper alignment to goals and workflows.
WHAT YOU’LL DO
Specific responsibilities for this role will include, but are not limited to:
- Sales
- Engaging with inbound prospective patient leads as quickly as possible to ensure the best possible customer experience
- Developing, implementing, and executing an effective sales strategy and follow-up cadence to achieve patient acquisition targets
- Performing high volume of outreach via email, phone, text, and etc., to foster prospective patients
- Performing Welcome Visit reminder outreach for new Hopscotch patients, ensuring a great patient experience and strong first-appointment completion rate
- Assisting with the Hard to Reach Program to help guide prospective patients on the enrollment process
- Collaborating with Outreach Leader team and marketing efforts to maximize effectiveness of outreach activities
- Developing sales plans and forecasts over various time horizons (e.g., 3-month, 6-month) and measuring and reporting out progress to those plans
- Relationship management
- Developing meaningful relationships with clinical teams to assist with HPC knowledge base and ensuring adequate communication and alignment
- Periodically partnering with WNC Outreach Team for community-based needs (events, festivals, HPC presentations, etc.)
- Following up with new patients to collect feedback and ensure their needs are being met
- Tracking full-cycle outreach activities into Customer Relationship Management (CRM) system and other relevant business applications, from inputting new leads to successfully onboarding and retaining patients
- Collect and document feedback from prospects and patients and adapt outreach to address challenges
- Measure and report out on key sales and account metrics and performance to plan
ABOUT YOU
You would be a great fit for this position if you are interested in building connections with our community, serving prospective patients and educating them about us, and strategically working to expand our patient base to best serve the community and Hopscotch Primary Care.
A great candidate for this role:
- Is ambitious, organized, and energetic
- Is empathetic and an active listener
- Is a self-starter who is resourceful and doesn’t need a lot of direction to succeed
- Has a drive to succeed and wants to control their own income
- Demonstrated ability to manage a high volume of daily outreach efforts (phone calls, emails, etc.)
- Builds trust quickly and can handle difficult conversations
- Is collaborative and contributes to the effectiveness of the overall team
- Demonstrates good judgement professionally and ethically at all times
- Is comfortable with and enjoys discussions with a primarily senior-aged community
- Is comfortable using email, Microsoft Office applications, and computer reporting tools; CRM experience preferred
- Has a valid driver’s license (required)
- Has U.S. work authorization (required)
The following are preferred but not required:
- Degree from a 2- or 4- year institution
- Sales or account management experience
- Healthcare knowledge
Additional skills and capabilities required:
- Positive and energetic attitude with solutions-oriented mindset and organized approach to working
- Excellent interpersonal skills, with an ability to tell our story and engage prospective patients
From a cultural perspective, you:
- Create a culture of excellence, by bringing your best and encouraging the same from those around you
- Put service to patients first and encourage the same of those around you
- Take ownership and accountability for your work and for delivering results for patients
- Assume the best in others and bring solutions to challenges with a focus on moving forward together
- Show an active commitment to the team by collaborating and communicating proactively
- Demonstrate a dedication to continuous improvement, in clinical and cultural settings
