Patient Engagement & Retention Specialist (Pipeline & Enrollment)

Job description:

Company Overview
The Pride Center at Equality Park is a vibrant community hub dedicated to serving the diverse LGBTQ+ population and their allies. Since its inception, The Center has provided a welcoming space that fosters inclusion, empowerment, and community connection through various programs and services.

Job Overview
We are seeking a Patient Engagement & Retention Specialist (Pipeline & Enrollment) to drive client recruitment, conversion, and sustained engagement in care within The Pride Center’s sexual health clinic.

This is a performance-driven, field-based role responsible for building and managing a client pipeline from initial community engagement through enrollment in services and ongoing retention in care. The Specialist is accountable for generating outreach opportunities, converting engagement into clinic visits, and maintaining ongoing connection with clients to support continued participation in PrEP and sexual health services.

The ideal candidate is highly personable, confident, socially engaging, and motivated by successful outcomes—someone who can build trust quickly, engage individuals in meaningful conversations about sexual health, and consistently follow through to ensure clients enter and remain in care. This role requires strong initiative, persistence, and comfort working in diverse community settings, including regular evenings and weekends.

This is not passive outreach and does not involve clinical service delivery. This position will be responsible for active engagement and will work in close coordination with clinical and navigation staff to ensure seamless client experience and continuity of care. This role includes clear performance expectations tied to outreach activity, client conversion, and retention outcomes. The ideal candidate will value sexual health and will demonstrate a passion in helping others achieve optimum sexual health and wellness in a sex-positive, affirming environment.

This role is best suited for individuals who are socially outgoing, comfortable taking initiative, working independently in the field balanced with working alongside the Wellness division team, and consistently following through to achieve measurable outcomes.

Duties

• Identify and engage potential clients through targeted, in-person and digital outreach in community settings, building trust and awareness of sexual health and PrEP services.
• Build and manage a consistent client pipeline by generating meaningful outreach contacts and maintaining ongoing engagement with prospective clients.
• Drive client conversion by facilitating linkage from initial engagement to scheduled and attended clinic visits, ensuring timely follow-up and persistence with individuals who do not initially connect to care.
• Provide education on PrEP, HIV/STI prevention, and available services, addressing questions, concerns, and barriers to care.
• Conduct ongoing follow-up with enrolled clients to support retention in services, reinforce connection to care, and address emerging barriers.
• Proactively identify and re-engage clients who have missed appointments or fallen out of care, utilizing problem-solving and motivational engagement techniques.
• Serve as a consistent point of contact for clients, supporting navigation of logistical and social barriers including scheduling, transportation, and stigma.
• Develop and maintain relationships with community partners to support referral pathways and sustained outreach efforts.
• Maintain accurate and timely documentation of all outreach, engagement, and client interactions in the EMR system, ensuring alignment with program tracking and reporting requirements.
• Monitor pipeline activity, including outreach contacts, linkage to services, and retention trends, communicating insights and gaps to program leadership.
• Collaborate with Wellness Navigators, clinical staff, and program leadership to ensure seamless client experience and continuity of care.
• Provide backup support for HIV testing services as needed upon certification and support clinic and outreach operations to ensure continuity of services.

Requirements

• Education: Bachelor’s degree in public health, communications, marketing, behavioral health, or a related field required; or equivalent combination of education and relevant work experience.
• Experience: Minimum 5+ years of experience in community outreach, patient engagement, healthcare navigation, or a related field with demonstrated responsibility for engaging individuals and supporting connection to services.
• Engagement & Communication: Strong interpersonal and communication skills, with the ability to build rapport quickly, engage with diverse populations, and comfortably discuss sexual health and HIV prevention in community settings and one-on-one conversations.
• Drive & Initiative: Demonstrated ability to work independently, generate engagement opportunities, and persistently follow up with individuals to achieve measurable outcomes related to service utilization and retention.
• Relationship Building: Proven ability to establish and maintain relationships with clients and community partners, with a focus on trust-building and sustained engagement.
• Problem-Solving: Ability to identify and address barriers to care, utilizing creativity, persistence, and motivational engagement techniques to support individuals in accessing and remaining in services.
• Organization & Follow-Through: Strong organizational skills with the ability to manage multiple contacts, track engagement activities, and ensure timely follow-up and documentation.
• Data & Documentation: Ability to accurately document outreach and client interactions and utilize data to monitor engagement, conversion, and retention trends.
• Work Environment: Ability to work effectively in field-based settings blended with a team-engaged environment, including community venues and events, with flexibility to work evenings and weekends as required.
• Transportation: Valid driver’s license and reliable transportation required.
• Level II Florida AHCA Background Screening: Candidates must successfully pass a fingerprint-based Level II background check as a condition of employment. This screening is mandatory with no exceptions and must be cleared through the Florida Agency for Health Care Administration (AHCA) Clearinghouse before assuming duties. Check here for details: https://info.flclearinghouse.com.

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Are you able to work evenings and weekends and engage with individuals in community-based settings (e.g., events, nightlife venues, clubs, and nontraditional outreach environments)? (Please respond Yes or No)
• Are you comfortable working independently in the field, initiating conversations with new people, and consistently following up to connect individuals to services? (Please respond Yes or No)
• Tell us about a time you engaged someone who was initially hesitant or not ready to take action. What did you do to build trust and move them toward a decision or next step?
• This role requires consistent follow-up to ensure individuals actually attend appointments and remain engaged in services. Describe how you track and manage follow-up with multiple people at once.

Work Location: In person

Pay: $58,000.00 – $65,000.00 per year