Patient Engagement Specialist - Part Time

JOB SUMMARY & ESSENTIAL FUNCTIONS

The Patient Engagement Specialist answers inbound calls and assists patients, referral sources, and community partners with scheduling appointments, obtaining information about services, and addressing questions or concerns. This role performs a variety of administrative and clerical duties while coordinating referrals and supporting access to primary care, behavioral health, and psychiatric services.

Patient Scheduling & Referral Management

• Schedule appointments for primary care, behavioral health, and psychiatry services.
• Process referral and intake requests according to referral source contracts and organizational procedures.
• Complete required referral documentation in NextGen.
• Obtain and evaluate necessary information to ensure timely and efficient processing of referrals and requests.
• Coordinate referrals and inquiries with internal departments to facilitate patient access to care.
• Verify AHCCCS and private insurance eligibility through online systems and telephone verification.
• Complete all required demographic information during scheduling and registration processes.

Customer Service & Call Management

• Answer inbound calls professionally and courteously.
• Respond to patient, customer, and referral source inquiries, requests, and complaints.
• Provide information regarding available services, appointment availability, and scheduling options.
• Route calls to appropriate departments and resources.
• Follow up on complex customer inquiries as needed.
• Identify and escalate priority issues to the Call Center Supervisor.
• Maintain a high level of customer service for patients, staff, and community partners.

Documentation & Administrative Support

• Document customer interactions, concerns, and actions taken accurately and timely within the electronic health record.
• Maintain confidentiality in accordance with HIPAA and organizational policies.
• Perform general clerical and administrative duties as assigned.
• Assist with oral and written Spanish/English interpretation and translation when bilingual skills are available.

Professionalism & Organizational Support

• Meet organizational standards for attendance, punctuality, and reliability.
• Adhere to scheduled shifts, break periods, and time-off procedures.
• Participate in training and professional development opportunities to support integrated healthcare delivery.
• Support Valle del Sol's mission through collaboration, professionalism, and patient-centered service.
• Perform other duties as assigned.

QUALIFICATIONS

Required

• Must be at least 18 years of age.
• High school diploma or GED.
• Customer service, call center, medical office, healthcare scheduling, or related experience.
• Strong verbal and written communication skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Proficiency with Microsoft Office and electronic record systems.
• Excellent organizational, problem-solving, and interpersonal skills.
• Ability to maintain confidentiality and professionalism.

Preferred

• Experience working in a healthcare, behavioral health, or community health setting.
• Knowledge of medical terminology.
• Experience with NextGen or similar electronic health record systems.
• Bilingual English/Spanish skills.

WORKING CONDITIONS & PHYSICAL REQUIREMENTS

Work Environment

This position may operate in clinical, office, or community settings including clinics, administrative offices, outreach locations, client homes, partner agencies, and community sites. Employees may interact with individuals experiencing behavioral health challenges, emotional distress, or complex social needs. Standard safety precautions and personal protective equipment (PPE) may be required as applicable.

Physical Requirements

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Typical requirements may include:

• Sitting, standing, walking, bending, and reaching for extended periods
• Operating computers, mobile devices, and standard office or clinical equipment
• Travel to various Valle del Sol locations or community sites when required
• Lifting or moving materials or equipment up to 25 pounds

Schedule & Travel

Work schedules may vary based on program needs and may include evening or weekend hours. Some positions may require local travel between Valle del Sol sites or community locations.

Equipment

Employees may operate standard office, clinical, and communication equipment including computers, phones, printers, electronic health record systems, laptops, and mobile devices.

COMPLIANCE REQUIREMENTS

Employees must maintain compliance with all Valle del Sol policies and applicable regulatory requirements, which may include:

• Licensure, certification, credentialing, and/or privileging requirements applicable to the position.
• Required immunizations and occupational health clearances.
• Tuberculosis (TB) testing and Hepatitis B screening or declination, when applicable.
• Arizona Level I Fingerprint Clearance Card when required by law or program.
• Valid driver’s license and acceptable driving record when operating a vehicle for company business.
• Completion and maintenance of required training, certifications, and continuing education.

Failure to obtain or maintain required credentials, clearances, or compliance requirements may impact eligibility for employment or continued assignment in the role.

Equal Opportunity Employer

Valle del Sol is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. Valle del Sol is committed to providing a work environment free from discrimination and harassment.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform the essential functions of the position. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform these functions.

If you require a reasonable accommodation to apply for a position or to participate in the interview process, please contact us at [email protected].

Additional Information

This job description has been reviewed to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities or a contract of employment. Management reserves the right to modify, add, or remove duties as necessary.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Benefits

• 401(k)
• 401(k) matching
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Paid Life Insurance
• Paid Disability Insurance
• Paid time off
• Employee assistance program
• Employee discount
• Professional development assistance
• Referral program
• Particpation in the NHSC Loan Repayment Program for qualifying positions!