Patient Experience Specialist

Patient Experience Specialist

Location: San Juan, Puerto Rico
Location Type: Remote with regular in-person community outreach
Schedule: Monday–Friday, 8:00 AM–5:00 PM
Travel: Yes — throughout the San Juan metropolitan area
Language Requirement: Spanish and English — written and verbal
Experience: Minimum 3 years in customer service, healthcare, patient access, call center operations, or related field

Job Description:

Company Mission

Duo Health is a new type of medical group designed around the needs of patients living with chronic kidney disease. Our proprietary Health Mobilization™ platform partners multidisciplinary care teams with community nephrologists and activates the clinicians, facilities, and community organizations needed to care for the whole patient.

Our interprofessional care teams comprised of Physician Assistants, Nurse Practitioners, social workers, and care navigators deliver high-touch, comprehensive care to a small panel of patients. Collaboration is central to our intensive psychosocial model, which includes assessment, medication management, social support, and behavioral health services. Duo Health is committed to building a workforce that reflects the diversity of the communities we serve, and we strongly encourage applicants whose work demonstrates a dedication to diversity, equity, and inclusion.

Job Description 

The Patient Experience Specialist plays a critical role in engaging patients and supporting care team operations by serving as the first point of contact for patients attributed to Duo Health. This role is ideal for a proactive, relationship-driven individual who excels at communication, building trust, and guiding patients through the initial stages of care engagement.

Based in San Juan, Puerto Rico, this position combines remote outreach with regular in-person community engagement. In addition to outbound patient calls and scheduling, the Patient Engagement Specialist will represent Duo Health throughout the community by building relationships with patients, healthcare providers, dialysis centers, physician offices, and community organizations to increase awareness of Duo Health's services and support patient enrollment.

The Patient Experience Specialist works closely with interdisciplinary care teams, including Advanced Practice Providers, Social Workers, and Care Navigators, to support patient onboarding and drive engagement.

Standard working hours are Monday through Friday, 8:00 AM–5:00 PM, with a focus on meeting patient engagement goals and responsiveness to patient needs, with flexibility to participate in community outreach events as needed.

Duties and Responsibilities

• Conduct outbound calls to patients attributed to Duo Health through health plan partnerships to introduce services and build awareness.
• Serve as the initial point of contact and establish trust with patients and, when appropriate, caregivers or family members.
• Schedule initial visits for patients with Duo Health care team providers.
• Maintain consistent follow-up with patients who are not reached or are hesitant to engage.
• Accurately document all patient interactions in the EMR and internal tracking systems.
• Collaborate with care teams to support patients onboarding and ensure smooth transition into ongoing care.
• Meet or exceed patient engagement goals, contributing to the company’s overall engagement target.
• Conduct in-person community outreach throughout the San Juan area to educate patients and community partners about Duo Health's services.
• Build relationships with physician practices, dialysis centers, hospitals, community organizations, and other referral sources.
• Participate in door-to-door outreach, community events, health fairs, and other local engagement activities to increase patient awareness and enrollment.
• Distribute educational and marketing materials while serving as a positive ambassador for Duo Health within the community.
• Travel throughout the assigned territory to support outreach initiatives and strengthen community partnerships.
• Utilize multiple systems (e.g., phone systems, EMR, tracking tools) effectively to manage workflows and outreach.
• Adhere to all company policies, procedures, HIPAA regulations, and compliance requirements.
• Perform other duties as assigned by supervisor.

Required Qualifications:

• Minimum of three years of experience in customer service, healthcare, patient access, call center operations, or a related field.
• Experience with outbound calling, patient engagement, or community outreach strongly preferred.
• Strong communication and interpersonal skills, with the ability to build rapport and trust quickly.
• Comfortable handling high call volumes and navigating conversations with hesitant or resistant individuals.
• Strong relationship-building and networking skills.
• Familiarity with electronic medical records (EMR) systems and/or customer management tools.
• Strong organizational skills and ability to manage multiple priorities, including calls, scheduling, and follow-ups.
• Self-motivated with the ability to work independently in a remote environment.
• Willingness to travel throughout the San Juan metropolitan area for community outreach activities.
• Valid Puerto Rico driver's license and reliable transportation.
• Bilingual in Spanish and English (written and verbal) required.
• Commitment to maintaining patient confidentiality and compliance with all applicable regulations.

Competitive Benefits Package

• Paid vacation and sick leave in accordance with Puerto Rico law and company policy
• Puerto Rico Christmas Bonus (Bono de Navidad) in accordance with applicable law
• Paid maternity, paternity, and parental leave in accordance with Puerto Rico law and company policy
• Mileage reimbursement for approved business travel
• Professional licensure reimbursement
• Continuing education and professional development opportunities