Patient Engagement Associate II
Who We Are
We are Imagine Pediatrics, a devoted and compassionate, multi-disciplinary pediatrician-led medical group that is creating a world where every child with complex medical conditions gets the care and support they deserve. Energized by our mission to reimagine pediatric health care, we are pioneering virtual-first care services that include care coordination and around-the-clock access to complex-care clinicians from home. We don’t replace a child's existing care team. Instead, we collaborate to deliver continuous support to kids, so they can spend less time in the hospital and more time thriving at home and in their communities.
Every day we boldly challenge old approaches and seek out new and better ways to improve the health and lives of children with medical complexity. In partnership with caregivers, providers, and health plans, we break down the barriers that stand between families and quality care for their children. We know we can’t solve every challenge in the lives of these kids, but we can work tirelessly to give them, their families, and other caregivers the help and relief they need, right when they need it. We know a better approach to pediatric health care is within reach, and we are committed to seizing it today.
What We Live By
We’re guided by our five core values:
- Children first. We put the best interests of children above all. We are uncompromising in our commitment to improving the lives of children and families by bringing the best care to them.
- Earn trust. We cherish the trusting relationships we build with the children and families we serve, our partners, and each other. We seek first to understand and speak honestly.
- Innovate today. We refuse to accept the way things have always been done. Children and families are waiting for our help and their bravery demands that we relentlessly challenge assumptions to develop new approaches.
- Embrace humanity. We lead with empathy and authenticity, presuming competence and good intentions. When we stumble, we use the opportunity to learn and grow stronger.
- One team, diverse perspectives. We work alongside families as one team towards a shared purpose. We champion diversity and acknowledge the contributions of others.
Note: This position will be largely remote with occasional travel to provider offices in the Miami-Dade area.
What You’ll Do
The Patient Engagement Associate II will work collaboratively with their engagement pod and have shared accountability for enrolling and onboarding children and caregivers into Imagine Pediatrics’ program. This role will be highly specialized and require strong critical thinking and creative problem-solving skills along with an aptitude for collaboration and teamwork. Specific responsibilities include:
- Conduct thorough research on attributed patients to better understand their healthcare needs and utilization, uncover potential challenges or barriers to enrollment, and identify thoughtful ways to reach caregivers.
- Perform telephonic outreach to the caregivers of attributed patients with the goal of enrolling their child in care and ensuring a seamless onboarding experience.
- Perform telephonic outreach to other healthcare professionals that may be engaging with our attributed patients and their caregivers. This could include durable medical equipment (DME) companies, home health organizations, pharmacies, pediatricians, and more.
- Leverage relationships with other healthcare professionals to help support re-engagement of enrolled patients.
- Handle inbound phone calls from caregivers, health plan service coordinators, and hospital discharge planners as part of the enrollment process.
- Develop deep knowledge of Supplemental Security Income (SSI) program and perform telephonic outreach to caregivers that may be eligible for this program.
- Collaborate with Provider Engagement Specialists to conduct embedded outreach (e.g., on-site at PCP offices, residential facilities, etc.) when appropriate to support the enrollment process.
What You Bring & How You Qualify
First and foremost, you’re passionate and committed to creating the healthcare experience that our sickest children and their caregivers deserve. You want an active role in building a diverse and values-driven culture. Things change quickly in a startup environment; you accept that and are willing to pivot quickly on priorities. In this role, you will need:
- 2+ years of healthcare experience in care coordination, community health, patient engagement, customer service, or sales.
- Proven success in a centralized contact center environment.
- Strong aptitude for documentation; prior experience with a CRM platform is a plus.
- Excitement to be part of a tight-knit team with shared accountability for enrollment; excellent collaboration skills.
- Stellar active listening and communication skills; ability to tailor value proposition to various audiences with different needs and overcome more complex objections.
- Strong ability to build trust & relationships with key stakeholders, including caregivers & other healthcare organizations.
- Passion and aptitude for research and data mining; strong critical thinking and creative problem-solving skills.
- Ability to function with a high level of autonomy.
- Access to reliable transportation; willingness to spend time in the field when necessary.
- Bilingual Spanish strongly preferred.
What We Offer (Benefits + Perks)
When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary.
We provide these additional benefits and perks:
- Competitive medical, dental, and vision insurance
- Healthcare and Dependent Care FSA; Company-funded HSA
- 401(k) with 4% match, vested 100% from day one
- Employer-paid short and long-term disability
- Life insurance at 1x annual salary
- 20 days PTO + 10 Company Holidays & 2 Floating Holidays
- Paid new parent leave
- Additional benefits to be detailed in offer
We Value Diversity, Equity, Inclusion and Belonging
We believe that creating a world where every child with complex medical conditions gets the care and support they deserve requires a diverse team with diverse perspectives. We're proud to be an equal opportunity employer. People seeking employment at Imagine Pediatrics are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, or characteristics (or those of a family member), pregnancy or other status protected by applicable law.
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We are on a mission to reimagine pediatric health care for the better, so that children with medical complexity and special health care needs can spend less time in the hospital and more time at home and in their communities. Our multidisciplin...
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