Patient Engagement Specialist

Description

About CloseKnit

At CloseKnit, our mission is to make healthcare more convenient, connected, and human. We are committed to creating an exceptional patient experience by helping patients easily access the care, information, and support they need throughout their healthcare journey.

Position Summary

The Patient Engagement Specialist serves as a key point of contact between CloseKnit and our patients. This position is responsible for supporting patients with scheduling, care coordination, general inquiries, outreach, and navigation of healthcare services while providing a professional, compassionate, and efficient experience.

The ideal candidate is highly organized, comfortable working in a fast-paced healthcare environment, and skilled at communicating with patients by phone and through electronic communication channels. This role requires strong customer service skills, attention to detail, and the ability to manage multiple priorities while protecting patient confidentiality. The schedule will be Monday - Friday 7:00 AM - 3:30 PM, 7:30 AM - 4:00 PM, 8:00 AM - 4:30 PM, or 8:30 AM - 5:00 PM.

Key Responsibilities

• •Serve as a primary point of contact for patients across the care continuum, managing inbound and outbound communications via phone, text, and electronic messaging in a professional, compassionate, and timely manner.
• •Engage patients proactively to support appointment scheduling, confirmations, follow-ups, care plan adherence, and continuity of care.
• •Educate patients on available services, care options, and next steps, ensuring clear understanding of instructions and expectations.
• •Assist patients in navigating the healthcare system by coordinating appointments, referrals, diagnostic services, and follow-up visits while addressing barriers to care.
• •Support care transitions by reinforcing discharge instructions, care plans, and required follow-up actions in collaboration with clinical teams.
• •Identify patient needs, concerns, or potential clinical red flags and escalate appropriately to providers, care managers, or clinical leadership.
• •Manage high-volume call and message workflows while maintaining service quality, accuracy, and patient satisfaction.
• •Verify and update patient demographics, insurance information, and eligibility as needed to support seamless care delivery.
• •Accurately document all patient interactions, outreach efforts, and care coordination activities within the EMR and other tracking systems.
• •Support care management and population health initiatives, including outreach campaigns, quality measures, and patient engagement efforts.
• •Collaborate closely with providers, clinical staff, and internal departments to ensure coordinated, patient-centered care.
• •Maintain compliance with HIPAA, organizational policies, and regulatory requirements at all times.

Requirements

Qualifications

Required:

• •High school diploma or equivalent required; associate or bachelor’s degree in healthcare, public health, or related field preferred.
• •1–3 years of experience in a healthcare call center, care navigation, care coordination, or patient-facing role.
• •Strong verbal and written communication skills with a patient-centered approach.
• •Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• •Proficiency with electronic medical records (EMR) and standard office software.

Preferred:

• •Experience in primary care, urgent care, care management, or population health settings.
• •Bilingual skills strongly preferred.
• •Knowledge of insurance plans, referrals, and healthcare workflows.

Skills & Competencies

• •Empathy and compassion for diverse patient populations
• •Strong problem-solving and critical-thinking skills
• •Attention to detail and accuracy in documentation
• •Collaborative mindset with the ability to work cross-functionally
• •Adaptability and willingness to learn new systems and processes
• •Commitment to patient confidentiality and ethical standards

What Success Looks Like

A successful Patient Engagement Specialist consistently provides patients with timely, accurate, and compassionate support. They take ownership of patient requests, communicate effectively with internal teams, maintain accurate documentation, and help ensure patients experience a seamless connection to CloseKnit services.

Work Environment

This position may operate in a remote, centralized, or office-based environment depending on departmental needs. The role requires regular computer and telephone use and may involve extended periods of sitting and working across multiple electronic systems. Employees working remotely must maintain a professional workspace, reliable high-speed internet access, and an environment appropriate for confidential patient communication.

Why Join Closeknit?

• •Mission-driven organization focused on patient-centered care
• •Supportive, inclusive culture with opportunities for growth and advancement
• •Ongoing training and professional development
• •Competitive compensation and benefits package

Equal Employment Opportunity

CloseKnit is committed to providing equal employment opportunities to qualified individuals and maintaining a workplace that values professionalism, respect, and inclusion.