Patient Enrollment Specialist
Title - Patient Enrollment Specialist
Department: Support
Reports to: Patient Support Manager
Position Summary
The Patient Enrollment Specialist plays a key role in delivering a seamless and supportive onboarding experience for patients participating in Impilo's customers' healthcare programs. This position is responsible for high-volume outreach and inbound communication, guiding patients through program enrollment, mobile app setup, and device onboarding. Using platforms like Five9 and Impilo's proprietary system, the specialist ensures accurate documentation, order fulfillment, and proactive communication throughout the patient journey. The role requires empathetic communication, technical troubleshooting skills, and close collaboration with cross-functional teams to resolve issues, improve workflows, and enhance patient engagement.
This is a temporary position expected to last 2 to 2.5 months with potential to go longer
Essential Duties and Responsibilities
Patient Enrollment & Phone Outreach
Handle a large volume of incoming and outgoing patient phone calls (using call platform Five9) for program enrollment
Provide empathetic, patient-focused communication to ensure a positive experience.
Educate patients on program benefits, available services, and next steps for participation.
Guide patients through downloading, installing, and setting up the organization's mobile application or patient portal.
Troubleshoot basic technical issues related to app access, account setup, and password recovery.
Clearly document enrollment call outcomes for reporting purposes - Log all call interactions, enrollment statuses, order placements, and escalations
Platform Navigation and Order Fulfillment
Utilize Impilo's proprietary platform for patient information, documentation of call outcomes, placing and tracking orders
Confirm order details with patients to ensure accuracy and compliance with program guidelines.
Track orders from initiation to delivery and proactively communicate status updates to patients.
Setup Calls & Product/Service Onboarding
Schedule and conduct patient setup calls for devices, services, or treatments.
Provide clear, step-by-step instructions for proper use of devices or services.
Capture feedback during setup calls to improve patient engagement and identify potential barriers.
Cross-Team Collaboration
Partner with operations and technical support teams to resolve patient issues quickly.
Contribute to process improvement initiatives for enhancing patient experience and operational efficiency.
Qualifications
Education & Experience
Experience with Five9 and Slack a plus, but not required
Technical competencies
Comfortable navigating a laptop computer
Requires a quiet work environment for phone calls
Stable internet connection on a private network
Physical Requirements
Be able to sit for long periods of time
Frequent use of hands/fingers for typing, phone use, and operating a computer
Visually review documents and content on a computer screen
Apply Now
Department: Support
Reports to: Patient Support Manager
Position Summary
The Patient Enrollment Specialist plays a key role in delivering a seamless and supportive onboarding experience for patients participating in Impilo's customers' healthcare programs. This position is responsible for high-volume outreach and inbound communication, guiding patients through program enrollment, mobile app setup, and device onboarding. Using platforms like Five9 and Impilo's proprietary system, the specialist ensures accurate documentation, order fulfillment, and proactive communication throughout the patient journey. The role requires empathetic communication, technical troubleshooting skills, and close collaboration with cross-functional teams to resolve issues, improve workflows, and enhance patient engagement.
This is a temporary position expected to last 2 to 2.5 months with potential to go longer
Essential Duties and Responsibilities
Patient Enrollment & Phone Outreach
Handle a large volume of incoming and outgoing patient phone calls (using call platform Five9) for program enrollment
Provide empathetic, patient-focused communication to ensure a positive experience.
Educate patients on program benefits, available services, and next steps for participation.
Guide patients through downloading, installing, and setting up the organization's mobile application or patient portal.
Troubleshoot basic technical issues related to app access, account setup, and password recovery.
Clearly document enrollment call outcomes for reporting purposes - Log all call interactions, enrollment statuses, order placements, and escalations
Platform Navigation and Order Fulfillment
Utilize Impilo's proprietary platform for patient information, documentation of call outcomes, placing and tracking orders
Confirm order details with patients to ensure accuracy and compliance with program guidelines.
Track orders from initiation to delivery and proactively communicate status updates to patients.
Setup Calls & Product/Service Onboarding
Schedule and conduct patient setup calls for devices, services, or treatments.
Provide clear, step-by-step instructions for proper use of devices or services.
Capture feedback during setup calls to improve patient engagement and identify potential barriers.
Cross-Team Collaboration
Partner with operations and technical support teams to resolve patient issues quickly.
Contribute to process improvement initiatives for enhancing patient experience and operational efficiency.
Qualifications
Education & Experience
Experience with Five9 and Slack a plus, but not required
Technical competencies
Comfortable navigating a laptop computer
Requires a quiet work environment for phone calls
Stable internet connection on a private network
Physical Requirements
Be able to sit for long periods of time
Frequent use of hands/fingers for typing, phone use, and operating a computer
Visually review documents and content on a computer screen
Apply Now