Who We Are

At Suvida Healthcare, we are not just caregivers; we're compassionate advocates dedicated to enriching the lives of our cherished seniors. As a Team Member with us, you will embark on a fulfilling journey where your skills and empathy converge to make a meaningful impact on the well-being of an underserved community and their families. Our multi-disciplinary primary care program is built to address the physical, behavioral, social, and cultural needs of Medicare-eligible Hispanic seniors. 

Celebrate diversity and inclusivity in a workplace that attracts, engages, values, rewards, and recognizes the unique needs and backgrounds of both, our patients and our team. We believe that a rich tapestry of experiences,  shared interests, and perspectives enhances the care we provide, making us a stronger, service-centered,  and more compassionate healthcare family and Employer of Choice!   Will you join us Suvidanos, to help achieve our Higher Purpose?

What Makes Us Unique 

We are an empowered primary care, clinical operations, and support team creating health equity through an exceptional clinical and consumer experience that improves the quality of life for the people, families, and neighborhoods we serve. We tailor our primary care program to the culture, language, social, and overall well-being of the seniors we serve. 

How We Work - Our Culture & Core Beliefs 

Earn Trust 

Building Relationships 

Creating Joy 

Doing Right 

Improving Every Day 

Moving Forward 

What You’ll Do 

Position Summary  

The Patient Engagement Representative (PER) plays a critical role in achieving our standard of excellence in the patient engagement arena. The PER will leverage several software applications, with heavy emphasis on web-based products including Airtable and Elation (Electronic Medical Record). The ability to navigate and switch comfortably between web applications and tools is a must to be successful in this role. Equally important is the combination of excellent oral Spanish language skills with strong English reading/writing skills.

The role of Patient Engagement Representative demands a high degree of attention to detail and the ability to engage with senior patients, their families and care givers in a positive manner, with empathy, and patience.

The vast majority of the PER’s interactions will be telephonic, special in-person events being the marked exception. Telephone interactions may be inbound or outbound, based on the day’s assignment. The ideal candidate can deliver high patient service and accurate documentation consistently in our high-volume environment.

The Patient Engagement Representative is an important part of the Operations Team with direct impact on the measurable quality performance of Suvida. The individual in this role must represent Suvida, its purpose and vision in all interactions.

All activities must be in compliance with HIPAA, and other regulations, as appropriate. Essential responsibilities include but are not limited to:

Responsibility 

All activities must be in compliance with HIPAA, and other regulations, as appropriate. Essential responsibilities include but are not limited to: 

• Telephonic and digital patient outreach to new and established patients  

• Collect or update demographic and insurance information; verify insurance  

• Schedule appointments and associated transportation  

• Accurate and complete documentation in the appropriate system(s) in accordance with all policies and procedures.  

• Inbound calls to process a variety of requests including but not limited to PCP change requests, inquiries from new patients, and schedule appointments for new and established patients   

• Outbound calls and digital outreach to facilitate patient needs related to services such as Transportation, Shared Services Scheduling,  PCP changes, and campaign-based activities   

• Assist during special events where patients may wish to register and/or schedule appointments  

• Take ownership of all patient issues and partner with other departments as needed when a particular need falls outside the PER scope  

• Maintain HIPAA compliance in all interactions at all times  

• Participate in mandatory training  

• Remain up-to-date on process or organizational changes received via meetings, email or other channels.  

• Proactively partner with leadership to identify improvement opportunities for protocols.  

• Perform other duties and responsibilities as assigned.   

What You’ll bring 

• High School Diploma or equivalent 

• Associate’s degree or equivalent preferred 

Knowledge, Skills, and Abilities

• Fluent oral Spanish and English skills 
• Strong reading and writing English skills 
• Excellent interpersonal skills with a service attitude 
• Soft selling skills required to encourage reluctant patients to schedule medically necessary appointments and examinations 
• Proactive with the ability to take initiative and apply critical thinking. 
• Highly organized and detail oriented 
• Ability to de-escalate stressful situations with potentially difficult personalities 
• Team player with strong personal accountability and sense of urgency 
• Effective problem-solving skills 
• Ability to work independently and maintain excellence in service 
• Proficient with Microsoft Office Suite 
• Prior experience with SharePoint and Elation EMR are preferred, but not required 

Education, Experience, Licensure, or Certification Requirements

• 6+ months’ experience in the Patient Access Representative Role with a performance rating of ‘3’ or better for the most recent 3 consecutive months OR 
• 1+ years’ customer service or patient service experience 
• 1+ years’ experience front-line Contact Center, Healthcare preferred 
• 6+ months’ experience scheduling appointment via an Electronic Medical Record system preferred 
• High School Diploma or equivalent 
• Associate’s Degree or equivalent preferred 

Physical Demands 

 While performing the duties of this job, the employee is required to :

• Sit for prolonged periods of time. 

• Requires long hours of standing and moving.  

• Ability to talk, hear, and reach with hands and arms.  

• Hand eye coordination is necessary to operate computers and other office equipment. 

• Must be able to operate a motor vehicle.  

• May be exposed to infectious diseases and occupational dangers like accidental needle pricks, radiation, and electric shocks.  

• Must be able to withstand physical and emotional stress.    

• When representing Suvida Healthcare at external events, the PER is also required to stand for prolonged periods of time, kneel, crouch, bend and lift, and able to move up to 30 pounds.  

Remote/Hybrid Requirements 

This is an 80% remote position.   

For the remote aspect this position requires a dedicated work area that is separated from other areas and provides information privacy.  The PER may not be the sole caregiver for anyone during working hours. The PER is required to adhere to Suvida’s Work-from-Home policy while working remotely. 

The Patient Engagement Representative may be asked to be physically present at a center location or our administrative offices during training.  Additionally, PERs are required to work in-person 1-4 days per month after training completion at a specified Suvida facility or be present during special events to assist with patient registration, scheduling or other activities. To ensure the PER is able to meet the on-site requirements of the role, the PER must live within an acceptable driving distance to one of Suvida’s clinical centers.  

Suvida Healthcare provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.