Patient Engagement Specialist (Healthcare)

Equal Opportunity Employer

The mission of the Health Federation of Philadelphia is to promote health equity for marginalized communities by advancing access to high-quality, integrated, and comprehensive health and human services.  Health equity is at the heart of all our work. We believe in and are firmly committed to equal employment opportunity for employees and applicants. We do not discriminate on the basis of race, color, national or ethnic origin, ancestry, age, religion, disability, sex or gender, gender identity and/or expression, sexual orientation, military or veteran status.  This commitment applies to all aspects of the Health Federation of Philadelphia's employment practices, including recruiting, hiring, training, and promotion.

JOB SUMMARY

The Temporary Patient Engagement Specialist is a patient-facing role working in close collaboration with the Health Center Director and administrative leadership focusing on supporting HC needs to facilitate and streamline patient care. The Patient Engagement Specialist will use technology, analysis, communication, education, promotion, and advocacy as instruments to increase the effectiveness of care delivered by AHS and to ultimately improve the health of the patients it serves. An employee in this role must possess an understanding of and alignment with the unique and specific cultural, social, and health perspectives of AHS patients to enable effective engagement to enroll, monitor, and improve self-care.

JOB SPECIFICATIONS

 Responsibilities/Duties

• The Patient Engagement Specialist will be proficient or able to quickly learn how to accomplish the following functions or use the relevant technology:
• Assess patient interest and ability to utilize technology; including patient access to cell phone/technology necessary to link patient with patient portal, self-monitoring devices, and other technology.
• Assist patient with creating an email address, as needed.
• Assist patient in enrolling in patient portal and educate patient on contents/use of portal.
• Assist patient with installing apps (patient portal, remote patient monitoring, etc.) to patient cellular device.
• Assist patient in using prescribed remote monitoring devices and related software.
• Troubleshoot patient ability to utilize patient portal, remote monitoring devices, and related software.
• Utilize technology/software to conduct satisfaction surveys and enter data.
• Conduct outreach to patients and distribute communication materials relevant to increasing COVID vaccination.

General

• Observe and comply with all EHR Program and AHS policies and procedures including, but not limited to, patient privacy and confidentiality, computer security and access controls, change management and appropriate conduct befitting a City employee when engaging with patients, families, staff, and vendors.
• Identify opportunities and risks and provide associated recommendations to EHR Program Manager in a timely manner.
• Create and maintain timely documentation of work activities and workflows; and prepare written summaries of the status of patient engagement and support by health center.
• Demonstrate professional standards in documentation and communication with patients and coworkers; apply effective strategies to avoid conflict with workplace staff and patients and employ constructive methods to resolve conflicts should they arise.
• Clearly articulate problems, issues, and potential solutions to AHS administration and EHR Team members in a timely manner.
• Demonstrate ability to balance multiple work streams and associated complexity while achieving program goals.
• Seek assistance as needed.
• Other duties as assigned (e.g., assisting patients with registration process, insurance checks, interpreting, etc.)

Education

• High School Diploma or equivalent, required
• Some post high school education/college, required
• A concentration in health science education or allied health field, preferred

Skills/Experience

• Knowledge of basic computer/technology skills—download and troubleshoot apps, create emails, cell phone and/or computer setup/functioning, Internet searching, etc. (Required)
• Excellent oral and written communication skills. (Required)
• Demonstrated aptitude for patient advocacy, empathetic program design, cross-cultural communication and understanding of the role of social determinants in self-management. (required)
• Prior experience in patient engagement or equivalent position.
• Working knowledge of health-related business processes.
• Demonstrated ability to lead and to work independently.
• Demonstrated ability to produce professional communication for a relevant range of audiences.

Work Environment:  Standard office/clinic setting with extended periods at workstation and periodic use of office equipment.

Position Type and Work Schedule:  Monday through Friday 8:00 am to 4:30 pm, or as directed by Clinical Director

Physical Demands:  Must have the ability to work in a fast-paced, patient care environment; travel between city locations; lift up to 30 pounds; and climb 3 flights of stairs.

DISCLAIMER

The Health Federation reserves the right to modify, interpret, or apply this job description in any way the Company desires. The above statements are intended to describe the general nature and level of work being performed by an employee assigned to this position. This job description in no way implies that these are the only duties, including essential duties, responsibilities and/or skills to be performed by the employee occupying this position. This job description is not an employment contract, implied, or otherwise. The employment relationship remains “at will.” The aforementioned job requirements are subject to change to reasonably accommodate qualified disabled individuals.