Patient Engagement Specialist

Overview

Headquartered in Atlanta, Georgia, Eye South Partners is a premier network of integrated eye care practices located throughout the country. Our affiliated ophthalmology practices benefit from superior operational expertise, as well as investments in support staff, ongoing education, and state-of-the-art technology. We began Eye South Partners with a clear vision to be the leading provider of medical and surgical eye care services in the Southeast with an absolute focus on high-quality patient care and service.

Supported by a world-class Board of Directors and robust administrative and operations infrastructure, we enable Eye South-affiliated ophthalmologist partners to unlock their practice’s full potential. We are currently expanding our network through organic growth and partnership with additional high-quality practices and ophthalmologists throughout the country. Eye South Partners is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Responsible for driving adoption and performance of our patient engagement technology systems across clinical practices and affiliate locations. The role partners with clinic managers, providers, front-office teams, IT, and marketing to implement and optimize workflows that increase online scheduling utilization, telehealth adoption, secure messaging effectiveness, and appointment adherence. Success is measured through actionable KPIs, structured reporting, and on-site enablement that removes barriers and standardizes best practices.

• Configure and optimize patient-facing tools (e.g., online scheduling, telehealth, appointment reminders, etc.).
• Map end-to-end workflows (from appointment creation to post-visit follow-up) to ensure frictionless patient journeys.
• Collaborate with EHR analysts (Nextech/Mod Med), CRM/marketing teams (Dynamics, Salesforce Health Cloud), and revenue cycle to align template logic, eligibility checks, and reminder cadence.
• Conduct usability testing and A/B experiments on patient communications (SMS/email copy, timing, CTA placement).

• Configure and implement high-value clinical communications through patient engagement channels, ensuring accurate setup based on pre-determined content and cadence provided by clinical and marketing teams.
• Apply required templates, workflows, and technical configurations for SMS and email systems.
• Verify that all communications (e.g., pre-visit instructions, post-surgical care guidance, and other critical messages) are deployed correctly and function as intended.
• Perform quality checks to confirm timing, delivery, and accessibility across devices and languages.
• Troubleshooting and resolving any issues that prevent successful delivery or patient engagement.

• Travel to affiliates to coach front-desk and care teams on best practices for portal enrollment, secure messaging triage, and telehealth setup.
• Deliver role-based training (scripts for staff, patient handouts, quick-start guides) and conduct floor walks.
• Identify local constraints (network, devices, language, literacy) and deploy tailored remediation plans.

• Build and maintain dashboards tracking adoption and performance, including
• Online scheduling utilization and conversion
• Telehealth no-show/cancellation rates and completion
• Secure messaging volumes, response SLAs, and escalation routing
• Reminder effectiveness confirmation rate, reduction in no-shows
• NPS/CSAT, online reputation metrics, and patient feedback themes
• Produce monthly/quarterly reports with trend analysis, affiliate comparison, variance drivers, and recommended actions.
• Present results to leadership; create playbooks based on high-performing sites.

• Facilitate adoption plans readiness checks, pilot cohorts, rollout timelines, champions network, and reinforcement.
• Maintain communication cadences (huddles, office hours) and a self-serve enablement library.
• Partner with compliance and security to ensure HIPAA-aligned practices for PHI across tools and…