Patient Enrollment Specialist

Title - Patient Enrollment Specialist

Department: Support

Reports to: Patient Support Manager

Position Summary

• The Patient Enrollment Specialist plays a key role in delivering a seamless and supportive onboarding experience for patients participating in Impilo's customers' healthcare programs. This position is responsible for high-volume outreach and inbound communication, guiding patients through program enrollment, mobile app setup, and device onboarding. Using platforms like Five9 and Impilo's proprietary system, the specialist ensures accurate documentation, order fulfillment, and proactive communication throughout the patient journey. The role requires empathetic communication, technical troubleshooting skills, and close collaboration with cross-functional teams to resolve issues, improve workflows, and enhance patient engagement. 
• This is a temporary position expected to last 2 to 2.5 months with potential to go longer

Essential Duties and Responsibilities

• Patient Enrollment & Phone Outreach
  • Handle a large volume of incoming and outgoing patient phone calls (using call platform Five9) for program enrollment
  • Provide empathetic, patient-focused communication to ensure a positive experience.
  • Educate patients on program benefits, available services, and next steps for participation.
  • Guide patients through downloading, installing, and setting up the organization's mobile application or patient portal.
  • Troubleshoot basic technical issues related to app access, account setup, and password recovery.
  • Clearly document enrollment call outcomes for reporting purposes - Log all call interactions, enrollment statuses, order placements, and escalations
• Platform Navigation and Order Fulfillment
  • Utilize Impilo's proprietary platform for patient information, documentation of call outcomes, placing and tracking orders
  • Confirm order details with patients to ensure accuracy and compliance with program guidelines.
  • Track orders from initiation to delivery and proactively communicate status updates to patients.
• Setup Calls & Product/Service Onboarding
  • Schedule and conduct patient setup calls for devices, services, or treatments.
  • Provide clear, step-by-step instructions for proper use of devices or services.
  • Capture feedback during setup calls to improve patient engagement and identify potential barriers.
• Cross-Team Collaboration
  • Partner with operations and technical support teams to resolve patient issues quickly.
  • Contribute to process improvement initiatives for enhancing patient experience and operational efficiency.

Qualifications

• Education & Experience
  • Experience with Five9 and Slack a plus, but not required
• Technical competencies
  • Comfortable navigating a laptop computer
  • Requires a quiet work environment for phone calls
  • Stable internet connection on a private network

Physical Requirements

• Be able to sit for long periods of time
• Frequent use of hands/fingers for typing, phone use, and operating a computer
• Visually review documents and content on a computer screen