Patient Engagement Specialist

Job Description

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 for patients. 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.

innovaTel is a leading telepsychiatry provider dedicated to improving access to exceptional psychiatric care. innovaTel partners with clinical organizations to provide a range of services to both adults and children including psychiatric evaluations, therapy, medication management, patient education and consultations.

In 2021, Quartet acquired innovaTel and are now coming together to deliver on our shared mission, delivering speed to quality mental health care for all. 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. As part of our commitment to building a diverse team, we have signed the Parity Pledge and actively encourage applicants of all backgrounds to apply.

About the Team & Opportunity:

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.

Accountabilities:

• Our 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 the 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
• Demonstrate compassion for individual needs, attention to detail, and collaborating with other team members are critical success factors of this role.
• 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.

Minimum Qualifications:

• 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.
• 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 and written communication skills with success in providing notes, updates, and written communications via computer systems.
• Excellent data-entry skills.

Preferred Qualifications:

• Bilingual is a plus.
• Working knowledge of the mental health or general healthcare industry is strongly preferred.

Employee Benefits for Quartet include: Unlimited vacation, volunteer opportunities, team events, mental healthcare coverage of 15 free therapy sessions + unlimited copay reimbursements, medical, dental + vision coverage, generous parental and military leave, commuter benefits, 401K, and stock option grants.

Want to know what Quartet life is like? Click here to meet our team.

Quartet actively encourages applicants of all backgrounds to apply and is proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status. To perform this job successfully, an individual must be able to perform essential job duties - reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. If you require assistance in completing this application, interviewing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected]

Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Quartet does not accept unsolicited headhunter and agency resumes. Quartet will not pay fees to any third-party agency or company that does not have a signed agreement with Quartet.

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