Patient Engagement Specialist

About the Role

Rotech Healthcare is seeking a dedicated Patient Engagement Specialist to join their team. This role is responsible for converting patient leads for Excite OSA and other Rotech products and services. The position serves as the primary point of contact for prospective patients, educating them on available treatment options, assessing eligibility, coordinating telehealth evaluations, collecting required documentation, and guiding patients from initial inquiry through equipment setup. This role combines outbound sales, patient engagement, and care coordination responsibilities and is eligible for commission.

Key Responsibilities

• Conduct outbound calls to prospective patients generated through marketing campaigns, physician referrals, website inquiries, and other lead sources.
• Educate patients on Excite OSA and other Rotech products, services, and treatment options.
• Qualify leads by verifying interest, eligibility, insurance coverage, and other program requirements.
• Schedule and coordinate telehealth appointments with qualified patients.
• Obtain and document required demographic, clinical, and insurance information.
• Maintain consistent communication with patients throughout the qualification and onboarding process.
• Follow up on incomplete applications, missing documentation, and abandoned leads.
• Coordinate with telehealth providers, intake teams, billing teams, and branch personnel to ensure timely patient progression.
• Track lead status and maintain accurate information within CRM and company systems.
• Meet established productivity, conversion, and revenue objectives.
• Ensure compliance with HIPAA, Medicare, payer requirements, and company policies.
• Assist with additional lead generation and patient engagement initiatives as assigned.

Requirements & Tech Stack

• High school diploma or GED equivalent.
• Associate's degree preferred.
• Two years of telemarketing, inside sales, healthcare sales, call center, patient intake, or customer service experience.
• Experience in HME, DME, respiratory care, sleep therapy, healthcare services, telehealth, or insurance verification preferred.
• Proven success meeting sales, conversion, or productivity goals.
• One year of related work experience preferred.
• Strong customer service background preferred.
• Strong persuasive communication and telephone sales skills.
• Ability to work effectively with patients in a consultative sales environment.
• Strong organizational and follow-up skills.
• Proficiency with CRM systems and Microsoft Office applications.
• Knowledge of HIPAA and healthcare privacy requirements preferred.
• Ability to manage a high volume of outbound calls while maintaining quality standards.
• Accurately perform simple mathematical calculations.
• Effectively communicate in English; both oral and written.
• Interpret a variety of communications (verbal, non-verbal, written, listening and visual).
• Maintain confidentiality, discretion, and caution when handling sensitive information.
• Multi-task along with attention to detail.
• Self-motivation, organization, time-management, and deductive problem-solving skills.
• Work independently and as part of a team.
• Email transmission and communication.
• Internet navigation and research.
• Microsoft applications: Outlook, Word, and Excel.
• Office equipment: fax machine, copier, printer, phone, and computer and/or tablet.

Qualifications

• Background check.
• Drug screen (when applicable).
• Compliance with healthcare facility credentialing process (when applicable).
• Valid driver’s license in state of residence with a clean driving record (when applicable).