Ophelia Patient Engagement Specialist at Ophelia serving as the first point of contact for patients with opioid use disorder. Role involves managing inbound communication, scheduling, patient support, and documentation.
Responsibilities
To be successful in this role you will become proficient in various technology platforms and channels of communication that Ophelia team members use to communicate and support our patients. You will be quick and efficient in delivering compassionate, patient-centered communication that enables access to visits, triaging medical concerns, addressing requests promptly, and ensuring adequate documentation. This role reports to the Patient Engagement Lead Care Coordinator.
Practice active listening, empathy, and solution-focused approaches to collaboratively engage with patients needing assistance
Prioritize effectively across multiple channels: switching between SMS, EMR, phone, meetings, and Slack to deliver patient-centered care
Provide patients with advocacy, in the form of emotional support, de-escalation, education, and modeling good problem-solving behavior
Use effective written skills to complete professional documentation through various platforms
Follow Ophelia's policies and maintain all confidentiality, compliance, and ethical standards
Work autonomously and as part of a team within established procedures and practices
Consistently practice our cultural values: champion our patients, communicate with kindness, learn and share freely, and get results
We're looking for someone who has:
Experience delivering outstanding patient experience or customer support, ideally at a consumer-focused healthcare company
Strong organizational skills and a keen eye for detail: experience maintaining patient records and accuracy in responses
Tech-savvy: comfortable using various computer platforms, with navigating new systems, and efficient in tech-related tasks
