Position: Pod Engagement Specialist
Monogram Health is currently seeking a individuals for the Pod Engagement Specialist position to join our Patient Care Center team! The Pod Engagement Specialist (PES) serves as the liaison between the patient and Pod clinicians. The PES is responsible for scheduling patient visits within the structured visit cadence, troubleshooting field clinician scheduling concerns, and patient engagement or re-engagement tactics. Reports directly to Patient Care Center Supervisor and takes direction from Patient Care Center leadership. Regularly interacts with peers, colleagues in other departments, Pod leadership and other Monogram Health leaders, patients, and internal and external customers. The Patient Care Center is open and staffed seven (7) days per week between the core business hours of 8:00am to 7:00pm (CST) Monday through Friday, and 8:00 am – 5:00 pm (CST) Saturday and Sunday. The selected individual will be required to work on-site and may be required to work weekends and holidays. All Patient Care Center staff are expected to demonstrate adaptability, empowerment, collaboration, ownership, compassion, and integrity.
Roles and Responsibilities
- Ensures Post-Hospital Discharge Visits (PHDV) are scheduled within 72 hours of the patients discharge date
- Responsible for scrubbing clinician calendars for the following week ensuring quality visits and optimization of field staff calendars.
- Outreach patients with missed visits within the last 3 days to have visit rescheduled.
- Schedules patient visits for Monogram Specialty Providers (MSP) and Holy Grail Physicians within three (3) days.
- Completes visit reassignment for clinicians who are not available, including being out of office, transfer to a different role, or have left the Company. This does not include same week reassignments. Adheres to scheduling criteria when reassigning the patient to another clinician.
- Provider Support Request (Smartsheet )
- Performs various Pod assignments delegated by direct supervisor on an as needed/requested basis and as time allows.
- May be required to provide coverage to other Pods, Regions, and the like based upon business need and may be required to change schedule.
- Participates in Pod huddles, which includes Market Manager, MAC, and POD leadership.
- Ability to work on site and to adhere to attendance standards.
Position Requirements
- High School Diploma or GED required.
- Minimum of one (1) year customer service, medical, scheduling, or other related experience; or, six (6) months’ prior Monogram Health Engagement Specialist experience required.
- Demonstrated verbal and written communication skills to communicate effectively and professionally with patient, clinicians, and others within and external to the Company.
- Ability to complete tasks within established timeframes.
- Demonstrated ability to multi-task and to adjust to changing priorities.
- Demonstrated technical proficiency to use and navigate through multiple systems (e.g., Salesforce, Athena, Microsoft Office Suite, Doxy), and use of multiple computer screens.
- Ability to use critical-thinking skills to solve basic to moderately complex system and or staffing issues.
- Physical, Environmental, and Mental Requirements
- Visual acuity – 100% to read scripts, company literature such as workflow guides and resources, and electronic files, patient demographics.
- Hearing – 100%– ability to hear and respond to phone calls, converse with patients, colleagues, and others.
- Manual dexterity for repetitive motion 100% - essential for keyboarding, data entry, patient call documentation, and dispositioning, and as necessary computer dialing.
- Sitting - 100%
- Standing – 5%
- Walking – 2%
- On-site position – 100%
Benefits
- Opportunity to work in a dynamic, fast-paced, and innovative care management company that is transforming the delivery of kidney care.
- Competitive salary
- Comprehensive medical, dental, vision and life insurance
- Flexible paid leave & vacation policy
- 401(k) plan with matching contributions
About Monogram Health
We are dedicated to improving the well-being, quality of life and health outcomes for our patients by partnering with the nation's leading kidney specialists to provide transformative kidney care. Monogram Health supports patients suffering from chronic kidney disease and End Stage Renal Disease by forming deep rooted relationships and preparing them both emotionally and physically for the challenges of managing kidney disease. Monogram Health uses next generation artificial intelligence algorithms to predict necessary and timely care to promote the delay of kidney disease progression, seamless transitions to dialysis and/or pre-emptive kidney transplant. We then utilize in-home visits to build meaningful relationships between patients and their care team that drive positive behavior change and optimize our patients’ health outcomes.
At Monogram Health we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.
