Patient Engagement Specialist

Company Description:

Quartet is a leading tech-enabled behavioral health company that works with health plans, systems, and provider groups to deliver speed to quality behavioral health care for all. Through sophisticated data and analytics, along with personalized services, Quartet exists to advance quality care as defined by four measures: speed to care, seamless patient experiences, improved health outcomes, and affordability. The company is backed by venture funding from top investors including Oak HC/FT, GV (formerly Google Ventures), F-Prime Capital Partners, Polaris Partners, Deerfield Management, Echo Health Ventures, Centene Corporation, and Independence Health Group.

We are deeply committed to growing a diverse team and an equitable and inclusive culture where all Quartetians are empowered to be themselves and do their best work. We know this is vital in realizing our mission to improve the lives of people with mental health conditions. 

Position Overview

The Patient Engagement Specialist is responsible for new patient acquisition.  The role is critical to drive the growth of the organization and meet our engagement commitments to our customers and partners.  The role focuses on reaching out to prospective patients with untreated or mismanaged mental health needs to explain services, address a variety of inquiries, gather feedback, and initiate their first mental health appointment.

The Patient Engagement Specialist has an ability to react very quickly and be nimble in providing responses and meeting the needs of the patient and our internal team members in a timely, calm, and professional manner.  

 

Responsibilities

• Your mission is to develop a deep level of trust with patients, understand their mental / behavioral health needs, engage on how we can best support them and orchestrate the initial engagement with our clinical team
• Major activities include: making outbound calls for prospective patients and matching patients with eth correct provider
• Ensuring that the patient receives a detailed explanation of services
• Thorough and accurate documentation of call notes and scheduling details
• Expedite emergency clinical calls appropriately as needed 
• Own, manage and convert an assigned referral base
• Determine the best provider for patients by considering the patient needs and provider availability 
• Maintain minimum productivity expectations of your role 
• Demonstrate compassion for individual needs, attention to detail, and collaborating with other team members are critical success factors of this role
• Demonstrate a high level of professionalism and continuous improvement while participating in the call quality monitoring processes
• Complete ongoing training and coaching programs for further skills development 
• Work collaboratively and efficiently with other team members to ensure patients receive exceptional service 
• Document accurate and concise patient feedback and special needs during each call in our computer systems, enabling our market/practice-based clinicians to provide excellent care during each appointment
• Perform miscellaneous job-related duties as assigned

Knowledge/skills/abilities:

• Previous experience and success in exceeding individual and team goals in a fundraising or telephonic sales position preferred
• Tenacious problem solver, with demonstrated capacity to embrace complex problems and arrive at effective solutions in a timely manner. 
• An exceptional customer service orientation featuring an empathetic, compassionate, and professional demeanor with each interaction.
• Can multi-task and balance multiple, competing priorities.
• Remains positive and keeps forward momentum when faced with challenges and conveys that attitude to the team and to colleagues.
• Demonstrates short and long-term persistence in meeting objectives and personal development.
• Embraces change and constantly stretches one’s comfort zone in the spirit of constant improvement.
• Excellent communicator with an uplifting, and personable manner with outstanding phone etiquette.  
• Excellent written communication skills with success in providing notes, updates, and written communications via computer systems. 
• Working knowledge of the mental health or general healthcare industry is strongly preferred. 
• Excellent data-entry skills.
• Perform miscellaneous job-related duties as assigned.
• Regular attendance is an essential requirement of the job.

Education and experience requirements

• High school diploma or GED required
• Bilingual is a plus.
• Bachelor’s degree or at least 3-5 years of com