Patient Engagement Coordinator

We are seeking a Care Concierge Coordinator to be the first voice our clients hear on their Jukebox Health journey. This role is at the heart of our client experience, blending high empathy with efficient, purposeful communication to guide members from first contact through to their initial occupational therapy appointment. You'll also serve as a responsive point of contact for inbound client inquiries and partner communications. If you're someone who leads with warmth, moves with urgency, and takes pride in the quality of every conversation and message you send, this role is for you.

Key Responsibilities

Outbound Engagement & Scheduling

• Conduct outbound calls to newly referred clients, serving as the first representative of the Jukebox Health brand they encounter
• Communicate Jukebox's value proposition clearly and compellingly, obtaining client consent to move forward with the program
• Schedule clients with their assigned occupational therapist to initiate their home modification process
• Conduct pre-appointment follow-up calls to confirm attendance, address questions, and reschedule as needed to minimize no-shows and keep programs on track

Inbound Client Communications

• Manage inbound client inquiries across phone, email, and text channels with professionalism and responsiveness
• Quickly synthesize client data and program information to accurately answer questions, resolve concerns, and route issues to the appropriate team members
• Maintain timely, thorough documentation of all client interactions in Salesforce

Partner Communication

• Communicate with health plan and referral partners via messaging platforms, maintaining a consistently high standard of written professionalism
• Troubleshoot partner inquiries and escalate issues as appropriate, ensuring partners feel informed and supported throughout the referral process
• Represent Jukebox Health's brand standards in every written touchpoint

Qualifications

Required

• 2+ years of experience in a customer-facing role involving high-volume phone communication, care coordination, or client services
• Demonstrated ability to build rapport quickly and navigate conversations with empathy and efficiency, particularly with older adults or high-needs populations
• Strong written communication skills with meticulous attention to professionalism and tone across email, text, and messaging platforms
• Ability to synthesize information rapidly and communicate clearly under pressure
• Comfort working in a remote, tech-enabled environment; proficiency with Salesforce and TalkDesk preferred
• Highly organized with strong follow-through and the ability to manage a large volume of concurrent client touchpoints without sacrificing quality

Preferred

• Experience in a healthcare, managed care, home health, or social services setting
• Familiarity with Medicaid programs or health plan operations
• Spanish language proficiency a plus