Engagement Agent

Who we are:
EHE Health has led the way in preventive medicine for more than 100 years. EHE Health is an evidence-based preventive health program that partners with mid- and large-sized employers to provide their employees and beneficiaries an unparalleled, personalized medical experience, beginning with prevention. EHE Health customizes the patient journey to be holistic, convenient and attainable towards the goal of achieving better health.

EHE boasts the only national preventive and primary care network allowing our members to access world-class medical care in 39 states, Washington DC and Puerto Rico.

As an innovator and leader of helping our patients live longer, healthier lives with personalized preventive care, EHE Health has launched EHE Health Pulse, a range of virtual and in-person clinical encounters and experiences that provide individuals the ability to conveniently access health services, including our Health Mentorship and Health Navigation programs.

EHE is backed by Summit and DW Healthcare Partners, investment engines behind many of the world’s leading technology and healthcare enterprises. Their strategic involvement has helped EHE reach new heights as a pioneering force in preventive care.

What we’re looking for:
EHE is seeking a talented and driven Engagement Agent to manage the outreach to potential patients while building value in EHE’s brand. The Engagement Agent will be the liaison between the patients and our clinics and assist with the scheduling of appointments for our comprehensive health exam while providing the utmost level of customer service. This role will primarily be tasked with patient acquisitions and booking exams, though the position will also be crossed-trained to solve patient issues via phone, email and iChat. As an integral part of the Engagement Center, the Engagement Agent will be tasked with creating unique patient experiences and conversations.  The Engagement Agent will work closely with the Call Center Director to achieve personal and departmental dialing efficiencies and drive EHE’s overall yield.

 In this role, you will:

• Place and receive phone calls to and from EHE’s potential and existing patients
• Answer phone calls, emails and iChat from our patients
• Effectively resolve patient inquiries in a considerate, accurate and timely manner
• Compose thoughtful, personalized responses for a variety of patient requests
• Book appointments for our patients to receive a comprehensive medical exam
• Provide superior customer service to all EHE patients
• Use a consultative sales approach to achieve shared decision making with potential EHE patients
• Use critical thinking skills to answer and solve patient inquiries and problems, always looking to achieve one call resolutions
• Know and understand all departmental KPIs and self-manage to reach those goals
• Triage incoming requests and spot patient trends to flag for management
• Identify, reproduce and document bugs for IT

What the role requires:

• Associate degree in Business, Communications, or a related field preferred
• Demonstrated sales experience (healthcare experience is a plus)
• Experience in a call center setting preferred
• Highly motivated individual with high energy
• Unparalleled problem solving and critical thinking skills
• Must possess a mastery of English and be a strong, confident and exacting writer
• Passionate about customer service and patient satisfaction
• Understanding administration of CRM applications (Salesforce, Zendesk, Oracle, etc.)
• Ruthlessly organized and would score high on conscientiousness
• Proficiency in Microsoft Office suite
• Ability to perform in a fast-paced environment, subject to rapid change and uncertainty
• Excellent written and verbal communication

What we offer:

• Competitive salary
• Generous quarterly incentive bonuses
• Medical, dental, vision, life and disability insurance
• Employer-matched 401(k) plan
• Professional development reimbursement
• Employee access to our wellness clinics
• Gym and fitness allowances

The salary range for this role is $40,000 - $50,000 and is determined by a number of factors including the candidate's experience, qualifications and skills. In addition to base salary, EHE’s Engagement Agents can earn additional incentive compensation based on performance. 

EHE is committed to Equal Employment Opportunity and to attracting and retaining the most qualified employees.