Patient Engagement Coordinator
Karachi, Pakistan
Job Description
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
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Career Focus: Analyst, Project Management, Public Affairs and Communications
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