Senior Patient Activation Specialist

Responsibilities

• Handle complex patient interactions including escalations or high-priority cases.
• Support new staff through feedback, mentoring, and quality assurance activities.
• Oversee appointment scheduling, insurance verification, and patient follow-ups.
• Collaborate with clinical and administrative teams to ensure seamless patient care coordination.
• Contribute to improving workflows and performance metrics within the call center.
• Manage multiple clients in a fast-paced environment.
• Any other duties necessary to drive our values, fulfill our mission, and abide by our company values.
• This role requires regular, reliable attendance during scheduled hours, as consistent presence is essential to performing the core duties of the position.

Requirements

• Advanced communication and customer service skills, with the ability to handle sensitive patient information compassionately.
• Knowledge of medical terminology, healthcare procedures, and HIPAA compliance.
• Strong multitasking and problem-solving abilities.
• Managing multiple screens, systems, and calls efficiently.
• Proficiency with call center and EHR systems (e.g., CxOne, Epic, Athena, ECW).
• Team leadership or support experience.
• Assisting with escalations, coaching team members, or monitoring call quality.
• Analytical and organizational skills.
• Maintaining patient records, tracking service metrics, and ensuring compliance.
• Proficiency with technology.
• Keyboarding, dual monitors, and audiovisual devices.
• Empathy and patience under pressure.
• Strong ethical judgment and confidentiality.
• Adaptability to evolving healthcare technologies and telemedicine standards.
• Positive team attitude and leadership presence.

Core Competencies

Demonstrates advanced communication and customer service skills while managing complex patient interactions and ensuring compliance with HIPAA regulations. Proficient in utilizing call center and EHR systems to enhance patient care coordination and improve operational workflows.

Tools & Technologies

• CxOne
• Epic
• Athena
• ECW