Patient Engagement Associate (Remote)

Patient Engagement Associate (Remote)

Imagine Pediatrics is a tech enabled, pediatrician led medical group reimagining care for children with special health care needs. We deliver 24/7 virtual first and in home medical, behavioral, and social care, working alongside families, providers, and health plans to break down barriers to quality care. We do not replace existing care teams; we enhance them, providing an extra layer of support with compassion, creativity, and an unwavering commitment to children with medical complexity.

As Patient Engagement Associate with Imagine Pediatrics, you will be responsible for telephonic outreach to prospective members (parents, family members, caregivers), helping them to get enrolled and set up with Imagine Pediatrics' app-based technology. Your responsibilities will include:

• Conduct high-volume (70+ daily) outbound calls in addition to emails and SMS to eligible families to introduce them to Imagine Pediatrics and support program enrollment.
• Clearly and empathetically communicate Imagine Pediatrics' value proposition, tailoring the conversation to family's needs, concerns, and motivations.
• Effectively identify and address any parent/family questions, concerns, or objections while maintaining a calm and professional demeanor.
• Meet or exceed monthly performance targets related to outreach volume, engagement, enrollment, and call quality.
• Facilitate and schedule family and patient hand offs to the appropriate care team
• Document call notes and information in a CRM system
• Leverage reporting and dashboards to identify unenrolled or unresponsive families and come up with creative solutions to reach them
• Participate in regular team meetings and contribute to a culture of collaboration and positivity.
• Identify and escalate feedback on trends, ideas, or barriers to enrollment with a problem-solving mindset

First and foremost, you're passionate and committed to reimagining pediatric health care and creating a world where every child with special health care needs gets the care and support they 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:

• High School Diploma or GED required.
• Bilingual Spanish strongly preferred
• Reliable internet access required
• Minimum of one (1) year of experience working in a metrics-driven, performance-based outreach, customer service, or call center environment where outbound communication was a primary responsibility
• An innate ability to overcome objections.
• Demonstrated ability to learn and manage multiple software applications and platforms in a fast-paced environment
• Proven ability to learn and retain information such as medical terminology and governmental program details (e.g., Medicaid)
• Proven ability to balance multiple competing priorities while meeting or exceeding deadlines.
• Must be dependable, with a strong dedicated work ethic, attention to detail and accuracy.
• Thrive in a very fast paced start up environment while embracing change with a "can do" attitude.
• Demonstrated verbal, listening, and written communication skills are required.

The role offers an hourly range of $20-$22 per hour in addition to uncapped, performance-based monthly bonus, competitive company benefits package, and eligibility to participate in an employee equity purchase program (as applicable). 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're guided by our five core values:

• Children First. We put the best interests of children above all. We know that the right decision is always the one that creates more safe days at home for the children we serve today and in the future.
• Earn Trust. We listen first, speak second. We build lasting relationships by creating shared understanding and consistently following through on our commitments.
• Innovate Today. We believe that small improvements lead to big impact. We stay curious by asking questions and leveraging new ideas to learn and scale.
• Embrace Humanity. We lead with empathy and authenticity, presuming competence and good intentions. When we stumble, we use the opportunity to grow and understand how we can improve.
• One Team, Diverse Perspectives. We actively seek a range of viewpoints to achieve better outcomes. Even when we see things differently, we stay aligned on our shared mission and support one another to move forward together.

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.