Behavioral Health Intake & Patient Engagement Specialist

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About the role

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. The Behavioral Health Patient Engagement Specialist is a remote, patient-facing role that facilitates access to behavioral health care by coordinating patient intake, scheduling appointments, verifying eligibility, managing referrals, and matching patients with appropriate providers. This role serves as a key liaison between patients and care teams, ensuring a seamless patient experience while supporting provider panel optimization and continuity of care. Schedule: This role supports a national behavioral health practice operating from 8:00 AM to 11:00 PM EST. Work schedules will be assigned within these operating hours based on business needs. Preference will be given to candidates located in the Eastern or Mountain time zones. Key Responsibilities • Conduct preliminary screening and assessment of individuals seeking services accurately and within established timeframes. • Manage targeted patient outreach lists to support behavioral health intake conversion and patient engagement.  Throughout the day you will utilize techniques to outreach patients in a personalized and engaging way • Use strong communication skills to build trust with scheduled, prospective, inactive, or overdue patients to encourage and motivate them to schedule their appointments and complete necessary pre-visit readiness tasks (ie. documentation, payment info on file, etc...) • Assist patients with understanding next steps, visit expectations, scheduling needs, and appointment readiness. • Proactively manage provider panels and waitlist to maximize patient access and provider productivity. • Support provider panels by assisting with high-risk patient lists, overdue follow-ups, inactive patient re-engagement, and provider-directed outreach. • Initiate and support targeted outreach campaigns, including: • Intake pipeline conversion • No-show and cancellation reduction • Inactive patient re-engagement • Provider call-out rescheduling • Track outreach outcomes, barriers, and patient engagement activity using approved systems and reporting tools. • Escalate patient concerns, workflow barriers, or access issues through the appropriate channels. • Work collaboratively with behavioral health operations, providers, leadership, and cross-functional partners. • Perform additional duties assigned by Supervisor/Manager that align with role scope and business needs. Required Qualifications • 2+ years of experience in healthcare coordination, patient access, intake coordination, customer service, inside sales, outreach, or call center operations. • Strong verbal and written communication skills with the ability to engage patients professionally and empathetically. • Ability to manage multiple worklists, priorities, and follow-up tasks independently. • Proven skill managing multiple channels of communication including phone, email, chat, etc. • Strong attention to detail and ability to document outreach activity accurately. • Comfort working in a metrics-driven environment. • Ability to work remotely with a designated workspace that supports patient privacy and confidentiality. • Proficiency with Microsoft Office tools or similar productivity/reporting platforms. Preferred Qualifications • Behavioral health, virtual care, healthcare access, or patient engagement experience. • Experience with Epic, CRM platforms,

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