Patient Enrollment Coordinator , PEER Team (Patient Enrollment Engagement Retention)

The Patient Enrollment Coordinator is the first point of contact for One Medical Senior patients, playing a critical role in patient enrollment, engagement, and retention through relationship building, insurance verification, and care coordination. In this role, you will have an amazing opportunity to help One Medical meet its goal of transforming healthcare - ensuring as many patients as possible can access and experience our care model.

To achieve this, we need team members who are experts at building relationships, enrolling and scheduling patients, and navigating complex insurance scenarios across our primary care practices. You will be tackling one of our most important priorities this year.

Naturally people-oriented, you are comfortable working with a senior health population to engage prospective patients and educate them on One Medical Senior offerings. This role requires expertise in persuasive communication, customer service excellence, and healthcare operations while maintaining adaptability in a fast-paced, results-driven environment.

This job is for someone who is hungry to make a difference, mission-driven, and not afraid to keep trying. If you are excited about joining a high-growth organization and truly making a difference in the lives of seniors, we would love to hear from you!

Key job responsibilities

Patient Enrollment & Engagement

• Persuade prospective patients to enroll through compelling communication of the One Medical Seniors value proposition
• Engage unengaged patients to re-establish care; nurture leads through scheduled phone cadence
• Schedule remote and on-site visits; support new patient registration and chart activation

Insurance Verification & Eligibility

• Verify insurance eligibility for new and existing patients, including Medicare plans
• Conduct outreach for patient realignment and proactive insurance updates prior to plan year changes
• Refer patients to Medicare Agents for plan-specific questions

Customer Service & Relationship Building

• Execute service recovery steps to retain dissatisfied patients
• Handle requests and complaints with empathy and professionalism
• Support patient events, provider transitions, and satisfaction survey outreach

Multi-Channel Communication & CRM Management

• Manage simultaneous phone, email, and chat communications
• Document all patient activity accurately in Salesforce and patient portal systems
• Manage task queues across cross-functional team needs

Performance & Adaptability

• Meet call volume, enrollment, and PCP change performance targets
• Adapt quickly to new campaigns, processes, and shifting priorities
• Work occasional nights, weekends, and in-person events as needed