Outbound Enrollment Specialist (Open to Puerto Rican Residents Only)

About Scene Health

Scene’s 360° model of care enhances the gold standard of medication adherence, Directly Observed Therapy. Combining personalized video coaching, education, and motivational content, we bring healthcare professionals, patients, and their families together to solve the $500B medication non-adherence problem. Our mobile app allows patients to connect with a care team of pharmacists, nurses, and health coaches through daily video check-ins, anytime and anywhere. We make it fun for patients to stay on top of their medications, help them address medication challenges, and empower them to improve their health by addressing barriers to adherence related to social determinants of health.

About the Role
As an Outbound Enrollment Specialist, you will be responsible for high-volume outbound outreach to eligible program participants and enrolling patients into a high-touch health program supporting their medication adherence and lifestyle changes. This role is key to introducing Scene services to potential patient members for enrollment. The enrollment specialist must excel at connecting with the patient via phone and discovering what patients need through outbound communication.  Once patient needs are identified, we rely on the Outbound Enrollment Specialist  to guide and direct patients into our services ecosystem. Your role is crucial in establishing trust, motivating patients to commit to their health goals, and ensuring they feel supported every step of the way. You will communicate with patients via phone calls, SMS, and video check-ins to help them overcome barriers and stay engaged in their care.

Responsibilities Include

• Communicate with patient prospects via phone call, text, and e-mail to introduce them to Scene services for easy enrollment. This role supports both inbound and outbound support but primarily focuses on outbound calling and texting. 
• Leverage best-practice listening skills to hear what the patient is saying, both spoken and unspoken, to identify which programs and existing services match their insurance benefits and health needs. Candidates must have a mastery of hearing and offering empathy as to offer a supportive and comforting engagement with Scene, handling frustrations and escalated patient calls effectively when necessary. 
• Guide patients through the enrollment process using a balance of motivational support and technical acumen, framing the experience as positive and easy to understand.
• Accurately manage information while maintaining patient demographics within the Salesforce system. 
• Effectively overcome patient objections, questions, and/or technical barriers to ensure a seamless onboarding process, pivoting the conversation as needed
• Assist patients with technical setup, including app downloads and troubleshooting, to ensure seamless program participation.
• Connect patients to the health system and existing health resources via multiple modalities, including their primary care providers, lab services, pharmacies, and health plan benefits
• Maintain accurate and detailed records of patient interactions, enrollment status, and follow-ups.
• Assist patients with Scene’s Spotlight app usage, including download and set-up, and guidance on using the app for Health Coach support from our Patient Solutions team (for example: profile creation and video testing).
• Build performance goals with Scene management and leverage time management and critical thinking skills to achieve and surpass them whenever possible. 
• Embrace change as our services and processes evolve to efficiently meet patients' needs.
• Provide feedback on patient challenges and recommend process improvements to enhance program effectiveness.
• Establish strong relationships with patients and the Care Team, which includes nurses, pharmacists, and managers.
• All other duties as assigned.

Required Qualifications

• Must be a legal resident of Puerto Rico
• Must be fluent in both English and Spanish, with the ability to read, write, speak, and understand both languages ​​proficiently
• 1.5+ years of experience in health education, patient engagement, or a related healthcare role
• Experience in a sales, patient enrollment, patient onboarding, or call center environment 
• Background in health coaching, public health, or community health work
• Proven ability to convert outbound outreach into meaningful engagement and enrollment by quickly building rapport, uncovering patient needs, communicating program value, overcoming objections, and confidently guiding individuals toward enrollment.
• Strong interpersonal skills with the ability to engage in warm, empathetic conversations
• Excellent verbal and written communication skills
• Experience conducting outreach via phone, SMS, and video communication
• Ability to explain complex health concepts in a simple, motivating way
• Proficiency with database systems and mobile applications
• Weekend availability
  
  

Preferred Qualifications

• Certification as a health coach, medical assistant, community health worker, pharmacy technician, or similar healthcare role
• Experience working directly with individuals who are ensured by Medicaid
• Familiarity with CRM software (e.g., Salesforce)

Why join us?

• Remote work.
• Competitive salary and benefits package.
• Be part of a mission-driven team committed to improving patient health.
• Collaborative and supportive work environment.

Candidates must reside in Puerto Rico and maintain their Puerto Rican residency throughout the employment period. They must also be legally authorized to work in Puerto Rico/ United States without employer sponsorship. Visa sponsorship is not offered for this position.

We carefully hire the best talent we can find, which means actively seeking diversity of beliefs, backgrounds, education, and ways of thinking. We believe in reflecting the diversity of our customers and their patients in our team. We strive to build an inclusive culture where differences are celebrated and leveraged to inform better design and business decisions. Scene is proud to be an equal-opportunity workplace. We are committed to equal opportunity regardless of race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental ability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.