Outbound Engagement Associate I

Position Summary 

The Outbound Engagement Associate is responsible for proactively engaging patients to support scheduling, issue resolution, and improved access to care across Eye Health America. This role communicates with patients through phone calls, text messages, and email to answer questions, resolve concerns, process payments, and educate patients on insurance-related topics. The Outbound Engagement Associate maintains accurate documentation of all patient interactions and collaborates with internal teams to ensure timely resolutions. This position plays an important role in supporting practice growth by assisting with targeted outreach initiatives, especially during provider schedule changes or when new providers need help filling appointment availability. 

Essential Functions and Responsibilities

• Interact with patients via telephone, text message, or email to address inquiries, resolve problems, process payments, and educate patients on insurance issues. 
• Analyze patient concerns, troubleshoot issues, and work toward timely, satisfactory resolution, including coordinating with other departments or teams as needed. 
• Maintain a thorough understanding of Eye Health America’s providers, services, and appointment types in order to give accurate guidance to patients. 
• Record patient interactions, issues, and resolutions accurately in the patient’s medical chart and other process tracking tools. 
• Ensure adherence to company policies and HIPAA rules while handling patient communications and documenting sensitive information. 
• Relay recurring patient feedback and common issues to supervisors to support problem-solving and establish best practices. 
• Maintain a professional, courteous, and empathetic demeanor in all patient interactions, including when working with upset or frustrated patients. 
• Take on targeted patient engagement projects as needed, including outreach efforts when schedules change, clinics have open capacity, or new providers need support filling schedules. 
• Learn and utilize multiple technology platforms to support patient engagement across communication channels and workflows. 
• Maintain regular, reliable, and punctual attendance in accordance with company. policies and departmental scheduling requirements.
• Perform all other job duties as assigned. 

Minimum Qualifications

• 1–3 years of experience in a call center, patient engagement, customer service, or healthcare office role. 
• Comfort communicating professionally with patients across phone, email, and text message channels. 
• Experience documenting interactions accurately using an EMR or similar patient tracking tools (preferred). 
• Basic proficiency with Microsoft Office (Outlook, Teams, Word, Excel) and willingness to learn new platforms quickly. 

Skills and Abilities

• Strong customer service mindset with the ability to de-escalate concerns and communicate clearly. 
• Excellent organization and attention to detail for accurate documentation and task follow-through. 
• Ability to manage multiple priorities in a fast-paced environment while maintaining quality. 
• Strong problem-solving skills and comfort coordinating across teams to resolve issues. 
• Ability to learn new tools, workflows, and protocols and apply them consistently. 
• Commitment to patient confidentiality and secure handling of protected health information.

Physical Requirements

• Ability to sit for extended periods while working at a computer and handling phone communications. 
• Sufficient vision to read digital screens, patient charts, and documentation accurately. 
• Adequate hearing and verbal communication skills to interact with patients clearly. 
• Frequent use of hands and fingers for typing, data entry, and computer navigation.