Patient Engagement Specialist

PATIENT ENGAGEMENT SPECIALIST

ADULT OUTPATIENT SERVICES

FULL TIME – NON EXEMPT

Thrive Behavioral Health, the  Certified Community Behavioral Health Clinic  for Kent County, has been delivering mental health and substance use services since 1976. Thrive Behavioral Health understands the benefits of delivering high quality, low-cost care for Rhode Islanders. Thrive’s unique programs and services are built on evidence based, person-centric care models. Our programs include: Adult Mental Health, Youth and Family, Substance Use, Housing, Teen and Young Adult, Court Ordered, and Crisis Behavioral Health. With more than a dozen locations across Rhode Island and more than 300 employees, Thrive is continuing to grow and meet the needs of the community.

General Summary: The Patient Engagement Specialist plays a critical role in promoting access to care, reducing no-show rates, and supporting clinician productivity through proactive patient outreach and scheduling coordination. This position serves as a primary point of contact for patients regarding appointment reminders, rescheduling missed appointments, and connecting individuals to appropriate services. The Patient Engagement Specialist works collaboratively with clinicians, support staff, and leadership to improve patient engagement, continuity of care, and timely access to behavioral health services.

Schedule: Mon-Fri, First Shift

Location: Warwick, RI

Salary: Starts at $53,000 annually

Did you know… studies have shown that the number one reason a person chooses not to apply for a role is because they do not think they’ll be hired if they don’t meet 100% of the qualifications? Thrive understands that while certain criteria are requirements of the job, other skills can be taught to the right person. Please consider applying anyway.

Essential Responsibilities:

Patient Outreach & Engagement

- Monitor daily no-show and cancellation reports.

- Conduct outreach to patients who miss appointments to assess barriers and facilitate re-engagement in treatment.

- Make reminder calls, texts, or other approved communications prior to scheduled appointments.

- Assist patients in identifying and overcoming obstacles to attending appointments, including transportation, scheduling conflicts, or service navigation challenges.

- Document all outreach efforts and patient interactions in the electronic health record (EHR).

- Support engagement efforts for high-risk, newly admitted, or inactive patients requiring follow-up.

Scheduling Coordination

- Schedule, reschedule, and confirm appointments in coordination with clinicians and program requirements.

- Maintain clinician schedules to maximize productivity and minimize unused appointment slots.

- Fill cancellations and openings using patient waitlists, walk- in and outreach efforts.

- Coordinate intake, follow-up, and specialized appointments according to agency protocols.

- Monitor scheduling metrics and identify opportunities to improve access and reduce wait times.

- Communicate changes in clinician availability to affected patients.

Customer Service & Communication

- Provide professional, patient-centered service during all interactions.

- Respond to patient inquiries regarding scheduling, appointments, and referral processes.

- Work collaboratively with clinical and administrative staff to ensure seamless access to care.

- Maintain confidentiality and compliance with HIPAA, 42 CFR Part 2, and agency policies.

- Mentor undergraduate interns in outreach, case management, care coordination, and motivational interviewing as needed.

Reporting & Quality Improvement

- Track and report outreach activities, no-show trends, and scheduling outcomes.

- Assist with quality improvement initiatives aimed at improving patient engagement and attendance rates.

- Participate in team meetings and operational planning efforts related to access and patient retention.

Qualifications

Education, Experience and Competencies:

- High School Diploma or GED required.

- Associate's or Bachelor's degree in Human Services, Social Work, Psychology, Healthcare Administration, or a related field preferred.

- Minimum of one year of experience in healthcare, behavioral health, customer service, patient access, scheduling, or care coordination preferred.

- Proficiency in Microsoft Office and electronic health record systems. Experience working with electronic health records and scheduling systems preferred.

- Strong interpersonal and customer service skills. Ability to engage individuals in a supportive, nonjudgmental manner.

- Excellent organizational and time-management skills. Ability to handle multiple priorities and manage a high volume of calls.

- Strong attention to detail and accuracy in scheduling and documentation.

- Understanding of behavioral health services and trauma-informed care principles preferred.

Certifications, Licenses Requirements:

- Valid driver's license and automobile insurance which meets Rhode Island minimum standards required, or the ability to obtain necessary transportation in order to perform the responsibilities/tasks of the job.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; taste or smell. The employee lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, and the ability to adjust focus.

This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, management reserves the right to modify, add or remove duties and assign other duties as necessary. Reasonable accommodations may be made to assist individuals with disabilities in meeting the expectations of the position.

EEO/VET/LGBTQ+ Employer

Benefits:

- 3 weeks’ vacation to start, increases to 4 weeks after 2 years of employment

- 10 sick days per year

- 1 Float day

- Birthday off

- 11 paid holidays

- Paid lunch

- Low-deductible medical insurance plan

- Dental insurance as low as $0/month

- Vision Insurance

- Company-paid life insurance worth 2x your annual salary + Long Term Disability

- 401k with 2% company match

- Optional Aflac, additional life insurance, and pet insurance

- Employee Assistance Program

- Healthtrax Gym Discount

- Employee referral bonuses

All employees are considered benefit eligible if their schedule is 20 hours per week or more. Time-off balances are pro-rated for part-time employees.

Thrive believes in healthy work/life balance and a friendly/family working environment, whose values include Dignity, Respect, Teamwork and Professional Support and Development.