Engagement Specialist

About the Role

Galileo's care model boasts outstanding patient satisfaction with interdisciplinary, team-based care. We're not your average primary care group - our providers, support teams, social workers, analysts and staff collaborate to ensure patients receive the care they need. In addition, our highly-rated digital health application makes expert primary and specialty care affordable and accessible to all.

At Galileo you have the opportunity to build meaningful relationships with patients daily while motivating them to improve their health. The Engagement Specialist serves as the first interaction individuals have with Galileo. You will follow the patient's health journey from initial contact through establishing care with our care teams. Through this role, you will utilize patient-centered communication skills to motivate potential patients to improve their health, perform preventative health screenings, and connect to care.

The ideal candidate is someone who has a knack for building rapport with individuals over the phone and motivating them to take action. Healthcare experience is preferred but not required, as is familiarity with Population Health and HEDIS quality gaps in care.

Here's what you'll do

• Perform daily telephonic outreach to educate potential patients on Galileo services, with the goal of booking new patient visits and/or closing gaps in care (e.g., get an overdue preventative screening)
• Utilize behavior change, active listening and motivational interviewing skills to prompt individuals to take action
• Support patients to close their gaps in care, and document progress towards gap closure
• Navigate conversations with patients seeking insight on Galileo's care model
• Develop an understanding of various health plan contracts / goals, Galileo markets, and patient populations
• Collaborate internally with Engagement and Population Health leadership and with assigned local market Practice Manager
• Be accountable to performance targets (engagement, quality gap closure) as an individual contributor
• Leverage systems and tools (e.g. eligibility verification, demographic files, scheduling, etc.) to maximize problem solving ability

About You

You are passionate about connecting people to healthcare that meets them on their own terms. To be successful, you must be empathetic, resourceful, and influential with an aim to learn as much as you can about a patient and find their motivation to say yes to improving their health. You thrive in a flexible start-up environment where changing workflows, systems, and tools may be frequent. You are eager to offer suggestions for improvements and able to problem solve on the go.

We would love to hear from you if you have the following or equivalent experience

• 1+ years of experience in a high volume, outcomes-focused outreach role, within or outside of healthcare.
• Comfort operating in a production-oriented environment that requires transparency, accountability, and loop closure.
• Ability to work independently, problem-solve and continuously improve, address patients' concerns and barriers, multi-task with ease, and embrace feedback.
• Capable of operating in multiple platforms, including customer relationship management (CRM), Electronic Health Record (EHR/EMR), Google Suite, Smartsheets, etc.
• Experience working with healthcare insurance, HEDIS Quality measures, CMS Stars, Population Health, healthcare marketing, outreach / health education, health coaching, behavioral health, care coordination, case management, and/or disease management.
• Experience interacting with Medicare and Medicaid populations.
• Bilingual in written and verbal English and Spanish.

Compensation Range $50,000 annually based upon prior experience, performance, and market dynamics

Benefits

• Medical / Dental / Vision insurance
• Flexible Spending Account
• Health Savings Account + match
• Company paid STD/LTD, AD&D, and Life insurance
• Paid Family Leave
• 401K + match
• Paid Time Off

Physical Requirements

• This is primarily a sedentary position.
• Physical requirements may include lifting up to 10 pounds, manual dexterity, near/far visual acuity, keyboarding, the ability to hear, understand, and distinguish speech, sitting, standing, walking, and screen usage for 8 or more hours per day.

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