PAC Engagement Specialist

Accountabilities:: Monitor engagement across assigned clients and facilities using dashboards and reports, tracking clinical document uploads, head-in-bed confirmations, signed NOMNCs, and conversation responses against established targets. Identify facilities with no active users or engagement levels below expectations, and develop prioritized outreach lists to improve adoption and performance. Conduct regular outbound calls, including cold calls using your personal cell phone, to identify facility contacts, establish relationships, and support user registration. Manage email outreach campaigns, including targeted and mass communications, to encourage facility participation and improve workflow compliance. Onboard and train new users on platform functionalities and post-acute care workflows, coordinating with the Training team to ensure consistent guidance. Maintain accurate facility records, document outreach activities, validate engagement data, and assess the impact of outreach on performance metrics. Identify and escalate technical or integration issues to Network Operations, while referring recurring compliance or client-related concerns to Client Success leadership. Collect and communicate user feedback to support product improvements and prepare engagement reports, facility scorecards, performance snapshots, and monthly updates for internal and external stakeholders. Contribute to network-wide communications, including newsletters and other initiatives designed to strengthen facility engagement. Requirements: At least 3 years of experience in provider relations, provider outreach, network management, or care coordination within a healthcare organization, health plan, or managed care environment. Strong understanding of post-acute care providers, including skilled nursing facilities (SNFs), long-term acute care hospitals (LTACs), home health agencies, hospice providers, and inpatient rehabilitation facilities. Familiarity with how post-acute providers collaborate with health plans on utilization reviews, authorizations, and patient discharge processes. Demonstrated experience conducting provider outreach by phone and email, including cold calling, and developing professional relationships to improve engagement and performance. Comfortable making frequent outbound calls and communicating with healthcare facility staff at different organizational levels. Strong organizational and prioritization skills, with the ability to manage a large portfolio of facilities, interpret engagement data, and maintain accurate records. Excellent verbal and written communication skills, with a patient, professional, and relationship-oriented approach. Proficiency in Microsoft Excel, including filters, pivot tables, and lookup functions, as well as Microsoft Outlook. Bachelor's degree required. Experience with reporting and data visualization tools such as Tableau or Power BI is a plus. Knowledge of NOMNCs, CMS regulations, Medicare Advantage, and Medicaid requirements relevant to post-acute care is preferred. Previous experience using customer relationship management (CRM) systems is an advantage. Ability to work remotely with a quiet, private workspace, reliable internet connection, and appropriate safeguards for handling protected health information (PHI). Willingness to comply with HIPAA requirements and applicable information security and privacy policies. Availability to work extensively by phone and computer, with occasional travel (typically no more than one onsite visit per year). Benefits: Healthcare coverage: Access to health insurance benefits. Paid time off: Time-off benefits to support work-life balance. Remote work: Fully remote working arrangement. Training and development: Comprehensive platform training and ongoing support from experienced colleagues. Collaborative environment: Opportunities to work closely with cross-functional teams across Network Operations, Client Success, and Training. Inclusive workplace: Commitment to equal employment opportunities, diversity, and reasonable accommodations throughout the hiring and employment process.