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Fenway Health Patient Engagement Specialist in Boston, Massachusetts

Patient Engagement Specialist

Boston, MA ( • Behavioral Health

Job Type



Under the supervision of the Behavioral Health Operations / Triage Manager, the Patient Engagement Specialist provides patient engagement and outreach support, as well as administrative support for the clinical staff of the Behavioral Health Department

Representative Duties:

  • As a member of the patient engagement specialist team, coordinates triage operations for the Behavioral Health Department

  • Discusses Behavioral Health Services with potential patients over the telephone

  • Conducts screening and triage for patients in need of behavioral health services

  • Schedules patient evaluations for behavioral health and psychiatry services

  • Obtains insurance benefit information and authorizations

  • Sends intake paperwork to client via email or postal service

  • As needed assists patients with completion of intake paperwork and facilitates processes so patients and providers are prepared for clinical encounters

  • Documents work in the electronic health record as required and in accordance with department and agency policies

  1. Patient outreach and care engagement
  • Works with clinicians on developing and executing an outreach plan for identified patients who struggle with keeping scheduled appointments

  • Conducts outreach and coordinates with clinicians and medical case managers to mitigate barriers to engagement in care

  • May conduct outreach for the psychotherapy wait list

  • Documents work in the electronic health record as required and in accordance with department and agency policies

  1. As a member of the patient engagement specialist team, provides administrative support for the clinical staff of the Behavioral Health Department
  • Obtains prior medication authorizations

  • Facilitates prior authorization insurance requests for medication refills

  • Works with pharmacy staff to address and resolve medication refill issues

  • Works closely and collaboratively with patient services staff on behalf of addressing and resolving patient related issues as appropriate to role

  • Creates schedule templates and completes schedules changes for providers

  • Creates and updates the on-call schedule

  • Coordinates the clinical peer review processes

  • Orders supplies

  • Provides back-up coverage for other BH engagement specialists

  1. Assists the manager with other project-related tasks

  2. Meets Agency Participatory Expectation

  • Suggests and participates in continuing quality improvement efforts

  • Adheres to all agency and departmental policies and procedures

  • Participates in quality assessment and improvement activities as requested

  • Adheres to the highest principles of patient and patient confidentiality

  • Adheres to established safety policies, procedures and precautions; identifies potential or actual unsafe situations in the environment and takes measures to rectify the situation

  • Attends all required meetings, in-services and professional trainings

  • Attends all regularly scheduled research meetings, trainings, forums and pertinent FCH staff meetings

  • Maintains professional competence necessary to perform job responsibilities; maintains and provides agency with records of continuing education activities

  • Serves on agency committees and in professional organizations when requested

  1. Performs other related duties as required


  • High school diploma or equivalent required

  • Relevant administrative experience in a Behavioral Health and/or a medical setting preferred

  • Knowledge of MS Office suite and Outlook required

  • Knowledge of Excel, or willingness to learn strongly preferred

  • Strong organizational and attention to detail skills required

  • Ability to handle multiple tasks and prioritize assigned duties required

  • Experience working with an ethnically, culturally and racially diverse staff preferred

  • Ability to work harmoniously with diverse groups of individuals required

Physical Requirements:

Ability to meet the following physical requirements with or without reasonable accommodations:

  • Sit at a computer station for extended periods of time

  • Ability to keyboard for extended periods of time

  • Ability to move around in clinical care areas and work in non-traditional settings such as exam rooms

We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 12 paid holidays, paid vacation, and more.

LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply.