The Patient Engagement Coordinator is responsible for providing support in execution of patient engagement, patient experience improvement, patient education and outreach initiatives.

DUTIES & RESPONSIBILITIES

• Ideate, write and facilitate the design of patient engagement and education materials to improve patient enrollment, patient retention and overall patient experience. (texts, emails, flyers and call scripts)
• Ensure each patient voice is heard by ensuring a positive interaction by sending and collecting of patient experience communication on a daily basis in a timely manner
• Assist with data collection on required metrics from company databases while adhering to IRB and HIPAA
• Perform data collection, analysis and presentation on critical patient engagement/experience metrics while adhering to IRB and HIPAA guidelines for dept reports, to drive evaluation of ongoing initiatives and programs e.g. Patient Engagement Dashboard, PE Scorecard, PE reports etc
• Strategize and execute data driven improvement projects to improve the patient journey by working closely with the patient engagement team and cross-functional teams
• Conduct quality checks on all phone lines and the communications sent and received to/from the patients
• Collect and analyze data on the quality checkpoints and create a scorecard to summarize the findings every month
• Creatively problem solve to drive resolution of poor patient experiences and improve the overall patient experience and outcome
• Demonstrate the ability to work cooperatively with diverse providers, clinical team, outreach workers, and other staff to promote participation and drive patient engagement metrics established by the management team
• Maintain and update department SOP’s, guidelines and handbook
• Responsible for compiling and presenting a weekly report to summarize projects and outcomes on behalf of the department (Score card, Dashboard, Survey report and overall department reports etc.)
• Conduct research (SDOH) on various clinical trial enrollment metrics to increase diversity in clinical trials through planning, coordination and implementation of projects in partnership with the Patient Engagement team.
• Identify and maintain community partnerships as well as coordinate internal and external advocacy groups to initiate and/or present at events in diverse
• Help inform educational content strategy for outreach in collaboration with the Digital Marketing team
• Must demonstrate the ability to handle multiple projects simultaneously
• Meet personal and team qualitative and quantitative targets
• Must attend industry relevant educational seminars to improve knowledge and performance
• Be proactive and agile to drive new strategies to meet department goals
• Assist in all other matters assigned by management

KNOWLEDGE & EXPERIENCE

Education:

• Bachelor’s degree required from an accredited 4-year college or university. Masters degree preferred.

Experience:

• 1+ year(s) of related experience and/or training in patient engagement within a healthcare setting or an

equivalent combination of experience and education.

Credentials:

• N/A

Knowledge and Skills:

• Excellent written and oral communication skills in English
• Demonstrate the ability to be a self-starter and drive high priority projects in a timely manner
• Must be willing and enthusiastic to provide the patients with the best experience
• Must have a good analytical and critical thinking mindset, and ability to try new strategies
• Demonstrate enthusiasm to work with a wide range of people across the organization
• Demonstrate excellent interpersonal and communications skills (verbal and written)
• Demonstrate proficiency with Microsoft Suite, Google Suite and the willingness to learn the use of updated and new patient data platforms
• Well organized, attention to detail and a multi-tasker