Patient Engagement Specialist - Ophelia

Ophelia helps people end their opioid use and restore their quality of life with respect for their time and dignity. Our mission is to make evidence-based treatments for opioid use disorder (OUD) accessible to everyone, and we're looking to bring more people onto our team to help us achieve it.

Ophelia is a venture-backed, healthcare startup that helps individuals with OUD by providing FDA-approved medication and clinical care through a telehealth platform. Our approach is discreet, convenient, and affordable. We've been successfully operating in 16 states for almost six years and we're excited to continue our growth.

Care Coordination at Ophelia

Please note: This role includes weekend coverage. The schedule is either Tuesday to Saturday (Tuesday to Friday, 9:00 AM to 5:00 PM ET; Saturday, 8:30 AM to 4:30 PM ET) or Sunday to Thursday (Sunday, 8:30 AM to 4:30 PM ET; Monday to Thursday, 9:00 AM to 5:00 PM ET).

As a Patient Engagement Specialist, you are the Care Coordination team's first point of contact for patients. You will be highly available for patients, creating a rich and safe patient experience, quickly understanding and addressing patient's concerns and needs. The support provided will align with our Ophelia Care Model and CC Service Offering, intended to keep patients in care and improve patient outcomes.

In this role, you will follow defined processes and protocols that ensure our patients receive consistent, high-quality care. You will manage all inbound communication, quickly assessing the urgency of the need and either managing or triaging to the most appropriate team. You will engage directly with Ophelia patients providing support across a wide range of areas including scheduling visits, supporting and finding ways to improve visit attendance, UDS coordination, maintaining and updating patient data, technology troubleshooting, and discharging patients.

In this role, you will:

• Practice active listening, empathy, and solution-focused approaches to collaboratively engage with patients needing assistance
• Prioritize effectively across multiple channels: switching between SMS, EMR, phone, meetings, and Slack to deliver patient-centered care
• Provide patients with advocacy, in the form of emotional support, de-escalation, education, and modeling good problem-solving behavior
• Use effective written skills to complete professional documentation through various platforms
• Follow Ophelia's policies and maintain all confidentiality, compliance, and ethical standards
• Work autonomously and as part of a team within established procedures and practices
• Consistently practice our cultural values: champion our patients, communicate with kindness, learn and share freely, and get results

We're looking for someone who has:

• Experience delivering outstanding patient experience or customer support, ideally at a consumer-focused healthcare company
• Strong organizational skills and a keen eye for detail: experience maintaining patient records and accuracy in responses
• Tech-savvy: comfortable using various computer platforms, with navigating new systems, and efficient in tech-related tasks
• Experience working in a high-volume communication environment, ideally within a ticketing system or similar tool
• A bias for action and getting things done: proactively taking on work without prompting, swiftly implementing solutions, and achieving results efficiently and effectively
• An aptitude for resilience and adaptability to change that is frequent in a start-up environment
• Flexibility to work some combination of evenings and or weekends and occasional Holidays

Our Benefits Include:

• Competitive medical, vision, and health insurance
• Start with 20 days (4 weeks) of PTO, increasing to 5 weeks after 2 years and 6 weeks after 5 years
• 10 company holidays
• Work From Home Stipend
• 401k Contribution Platform
• Additional benefits including life insurance, short and long term disability, financial wellness, and virtual primary care