Patient Engagement Specialist - Bilingual English Spanish

Are you looking for a purposeful career that will make a difference in the patient community? At CCS, our approach to at-home patient care is redefining chronic care management. We are seeking individuals that will thrive in a patient-centric dynamic environment. If you are an attentive listener, fast-thinker, and problem-solver, with the ability to relate to different people, you are a match for CCS.

The Patient Engagement Specialist - Bilingual English Spanish, serves as the primary point of contact between CCS and our patients, guiding them through onboarding for medical devices and supplies while identifying opportunities to enroll in the LivingConnected program. This role ensures a seamless start to the patient's therapy journey through empathetic, high-quality interactions designed to build confidence, improve adherence, and encourage participation in CCS support programs.

The position reports to the Manager, Clinical Services. Work location is flexible.

Alaska, California, Colorado, Delaware, Hawaii, Idaho, Maine, Montana, Nevada, New Hampshire, New York, North Dakota, Rhode Island, South Dakota, Vermont, Washington, Wyoming; residents are not eligible.

Conduct inbound and outbound calls to engage patients following initial delivery of medical equipment and supplies.
• Provide support with the proper use of medical devices and supplies offered by CCS Medical.
• Troubleshoot devices or supply issues via telephone and support patients through setup, data transmission, and early-use challenges.
• Onboard new patients, answer device-related questions, and identify barriers to product use or adherence.
• Schedule patients for ongoing diabetes coaching and education.
• Assist pharmacists and CDCES clinicians with patient surveys related to diabetes management.
• Educate patients on the reorder process and ensure proper setup for ongoing supply fulfillment.
• Screen for and route appropriate cases to Certified Diabetes Care and Education Specialists for advanced clinical support.
• Provide support on device functionality, CCS digital tools, mobile app usage, and program benefits.
• Accurately document all patient interactions and outcomes in CCS systems in a timely manner.
• Coordinate with Clinical Services, Pharmacy, and Operations teams to ensure resolution of patient needs and communication closure.
• Maintain strict confidentiality and comply with HIPAA, Medicare, Medicaid, and private insurance regulations.
• Maintain predictable and reliable attendance and flexibility to meet departmental needs, including evenings and weekends.
• Follow all CCS policies, procedures, and compliance standards.

• Consistently meets or exceeds targets for patient engagement and LivingConnected program enrollment.
• Demonstrates strong first-call resolution rates and maintains high patient satisfaction scores.
• Adheres to established follow-up timelines for patient onboarding and resupply processes.
  Ensures all patient interactions are documented accurately, completely, and in compliance with regulatory requirements.
• Builds and maintains positive customer service relationships both internally and externally.
• Maintains clear, proactive, and professional communication with all stakeholders.
• Effectively plans, prioritizes, and completes assigned work within required timeframes.
• Meets or surpasses all productivity and performance standards.
• Promotes a collaborative team environment through positive engagement and teamwork.
• Actively contributes to Continuous Quality Improvement initiatives.
• Consistently represents the organization with professionalism and integrity.

* High school diploma or equivalent required.
* 1-3 years of customer service experience in a healthcare setting preferred.
* Familiarity with diabetes management, CGMs, or remote monitoring technologies preferred but not mandatory.
* Excellent verbal communication, organizational, and follow-through skills.
* Demonstrated compassion and a genuine desire to support and assist patients.
* Exceptional organizational skills and strong attention to detail.
* Ability to interpret and follow written, verbal, and diagram-based instructions.
* Capable of resolving problems involving multiple variables within standardized procedures.
* Flexibility to accommodate varying work schedules, including evening and weekend shifts.
* Strong multitasking capabilities and the ability to manage competing priorities.

Our Values

Certainty-The lives of the individuals we serve depend on our ability to execute. We commit to doing this every day.

• Use appropriate methods and a flexible interpersonal style to help build a cohesive and collaborative team based on a foundation of trust and transparency. Deliver what you commit to.

Compassion-We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction in every part of our business.

• Ensure that the patient is the driving force behind business decisions, implementing service practices that meet needs of both the patient and the organization. Treat other the way you want to be treated.

Advancement-We are endlessly looking for ways to progress and become more innovative in all things we do.

• Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals. Speak the truth.

CCS is an EEO/AA Employer. M/F/D/V

CCS is the strategic partner addressing America's most pressing healthcare challenges through intelligent chronic care management, tackling the $412 billion annual diabetes burden and chronic conditions affecting over 133 million Americans. At the core of CCS's differentiated model is LivingConnected, a human-led, digitally-enabled clinical solution. PropheSee-an AI-powered predictive model that identifies non-adherence risk and delivers personalized interventions- is an integral part of this solution, creating a first-of-its-kind platform to improve adherence, enhance clinical outcomes, and help prevent costly hospitalizations. By combining data-driven insights with three decades of industry relationships, CCS is the smart choice for health plans, providers, employers, and manufacturers who believe that value-based care starts by keeping patients healthy and delivers benefits like lower cost of care, improved HEDIS scores, and alleviating provider burnout. CCS's approach extends clinical reach while supporting over 200,000 people nationwide with home-delivered medical supplies and pharmaceuticals annually. Recognized as a Great Place to Work, and with numerous peer-reviewed publications validating our care management approach, CCS is more than a trusted supplier-we're a partner in transforming chronic care delivery. To learn more about how CCS is addressing today's healthcare challenges, visit ccsmed.com or connect with us on LinkedIn.

• Competitive Salary
• Bonus/Incentive Opportunities/commission: (if applicable)
• Comprehensive Benefits:
• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off (vacation and holidays)
• Growth & Development:
• Ongoing training and professional development
• Work-Life Balance:
• Remote or hybrid work options (if applicable)
• Wellness programs and mental health support