Patient Enrollment & Engagement Specialist
Location: Remote (NYC Tri-State Area, Greater Los Angeles Area, or San Francisco Bay Area)
Reports To: Head of Operations & Customer Success
Compensation: $18.00 - $22.00 per hour, based on experience, plus performance-based incentives
About Zeph
Zeph partners with hospitals and physician practices across the country to help patients access a new era of lung care. Through our virtual pulmonary rehabilitation and chronic care programs, we help patients improve their health, stay engaged in their care, and achieve better outcomes from the comfort of home.
As we continue to grow, we're seeking compassionate, motivated, and patient-focused team members who are passionate about helping people navigate healthcare and access programs that can improve their quality of life.
Position Overview
The Patient Enrollment & Engagement Specialist serves as the first point of contact for many patients referred to Zeph. This role is responsible for conducting outreach to prospective participants, educating them about the program, addressing questions and concerns, and guiding them through the enrollment process.
The ideal candidate has experience with patient outreach, patient engagement, healthcare scheduling, care coordination, enrollment, or similar healthcare-facing roles. Success in this position requires excellent communication skills, empathy, persistence, strong organizational abilities, and comfort making a high volume of outbound calls.
As a growing healthcare technology company, Zeph continuously evolves its workflows, systems, and patient engagement strategies. Successful candidates are highly adaptable, comfortable learning new technologies, and excited by the opportunity to help shape and improve processes as the organization grows. This role is ideal for someone who enjoys working in a fast-paced environment where priorities may shift and no two days look exactly the same.
This is a remote position; however, candidates must be based in the New York City Tri-State Area (NY, NJ, CT), Greater Los Angeles Area, or San Francisco Bay Area. The first two weeks of employment will consist of in-person training and onboarding with the Zeph team before transitioning to a fully remote work arrangement. Periodic in-person team meetings may be required.
Key Responsibilities
Patient Outreach & Enrollment
- Conduct outbound phone calls to patients who have been referred to Zeph by their healthcare provider.
- Introduce patients to the program and clearly explain its purpose, benefits, and participation requirements.
- Build trust and rapport with patients who may be unfamiliar with the program or hesitant to engage.
- Answer patient questions and address common concerns or objections.
- Guide eligible patients through the enrollment process and obtain all required information.
- Follow up with patients through multiple outreach attempts across phone, text, and email channels as appropriate.
- Accept and manage live patient transfers from Zeph's AI-powered outreach agent, providing a seamless handoff experience, answering questions, addressing concerns, and guiding patients through the enrollment process.
- Consistently work toward enrollment and engagement goals while maintaining a positive patient experience.
Patient Navigation & Coordination
- Confirm patient demographic and contact information.
- Verify eligibility and ensure all required enrollment documentation is completed.
- Schedule enrollment appointments and coordinate next steps as needed.
- Facilitate warm handoffs to onboarding, clinical, or operations teams when appropriate.
- Escalate patient concerns, barriers, or clinical questions to the appropriate internal team members.
Documentation & Workflow Management
- Accurately document all patient interactions, outreach attempts, outcomes, and next steps within company systems.
- Maintain detailed and organized patient records.
- Manage follow-up tasks and ensure timely completion of patient outreach activities.
- Utilize CRM and outreach platforms to track progress and maintain data accuracy.
- Learn and effectively utilize new technology platforms, communication tools, and workflow systems as the company evolves.
- Collaborate with leadership to identify workflow improvements and provide feedback on patient engagement processes, automation, and operational efficiency.
- Adapt quickly to evolving procedures, outreach strategies, and program offerings in a fast-growing environment.
Performance & Quality
- Meet established productivity and enrollment goals, including outreach volume, conversion rates, and follow-up completion.
- Maintain high standards for patient experience and professionalism.
- Identify common patient concerns and provide feedback to improve enrollment processes, scripts, and patient education materials.
- Adhere to HIPAA requirements and all company privacy and security policies.
Location Requirements
- Remote position following successful completion of training.
- Candidates must reside in one of the following regions:
- New York City Tri-State Area (New York, New Jersey, Connecticut), Greater Los Angeles Area, or San Francisco Bay Area
- Must be available to attend two weeks of in-person onboarding and training at the start of employment.
- Periodic in-person team meetings or company events may be required.
Required Qualifications
- High school diploma or equivalent.
- 1+ years of experience in patient outreach, patient enrollment, patient access, healthcare customer service, appointment scheduling, care coordination, call center operations, or a related healthcare-facing role.
- Experience speaking with patients by phone and managing a high volume of outbound outreach.
- Strong verbal communication and active listening skills.
- Excellent interpersonal skills with the ability to communicate empathetically and professionally.
- Strong organizational skills and attention to detail.
- Ability to manage multiple follow-ups and maintain accurate documentation.
- Comfortable working independently in a remote environment.
- Demonstrated ability to quickly learn and navigate new software platforms, communication tools, and workflow management systems.
- Comfortable working in a fast-paced, evolving environment where processes, priorities, and technologies may change frequently.
- Proficiency with web-based applications and technology platforms.
- Must reside in the New York City Tri-State Area, Greater Los Angeles Area, or San Francisco Bay Area.
- Must be available to attend two weeks of in-person onboarding and training.
Preferred Qualifications
- Experience working with patients in a healthcare setting, including provider offices, hospitals, health plans, care management programs, or digital health organizations.
- Experience with patient enrollment, patient engagement, population health, chronic disease management, pulmonary care, respiratory care, or care coordination programs.
- Experience using CRM platforms, outreach tools, dialers, electronic health record systems, or AI-assisted patient engagement platforms.
- Experience working in a metric-driven environment with productivity, outreach, or enrollment goals.
- Experience working in a startup, digital health, health technology, SaaS, or other high-growth environment.
- Experience working alongside AI-powered tools, automation platforms, or technology-enabled workflows.
- Demonstrated curiosity and enthusiasm for learning new technologies and improving operational processes.
- Bilingual (Spanish) is strongly preferred.
- Active or previous healthcare licensure or certification (LPN, LVN, RN, Medical Assistant, Certified Nursing Assistant, Respiratory Therapist, etc.) is a plus but not required.
Compensation & Performance Metrics
Compensation includes a guaranteed hourly rate, with opportunities for performance-based incentives tied to enrollment outcomes, quality metrics, and productivity expectations.
Performance metrics may include:
- Outreach volume and activity levels
- Patient contact rates
- Enrollment conversion rates
- Follow-up completion rates
- Documentation accuracy and timeliness
- Patient experience and quality measures
Why Join Zeph?
- Make a meaningful impact by helping patients access life-changing healthcare programs.
- Join a fast-growing healthcare technology company focused on improving patient outcomes.
- Work remotely while remaining connected to a collaborative and mission-driven team.
- Build valuable experience in healthcare operations, patient engagement, and digital health.
- Help shape the future of how technology, AI, and human support come together to improve patient access and outcomes.
- Contribute directly to improving access to care for patients nationwide.
Successful candidates are comfortable spending much of their day communicating with patients by phone and are energized by helping individuals overcome barriers to care and access services that can improve their health and quality of life.
Work Location: Remote (following completion of in-person training)
Pay: $18.00 - $22.00 per hour
Work Location: Remote
