Patient Engagement Partner, PEP

Description:
• Answers incoming calls and performs scheduling, rescheduling, or canceling appointments within established time frames and protocols in a high volume Access Center environment.
• Determines how requests should be handled using expert questioning techniques and escalates calls to clinics or nurses when appropriate; coordinates services as needed.
• Verifies and updates patient demographic and insurance information.
• Creates a positive patient experience and attempts to resolve patient issues within the scope of the role.
• Manages and works referral work queues and provides supplemental inbound patient call support during high volume times.
• Uses judgment to prioritize and accommodate patients based on needs and actively participates as a team member in resolving problems.
• Escalates scheduling or insurance issues to the Patient Engagement Supervisor or Patient Engagement Manager.
• Consistently meets productivity, schedule adherence, and quality standards as set by the Access Center.
• Works with designated clinical partners to establish and maintain appointment scheduling protocols and builds positive relationships.
• Other duties as assigned.

Requirements:
• High School diploma or equivalent required.
• Previous general computer experience with data entry required.
• Minimum 1-2 years of demonstrated customer service excellence in a contact center preferred.
• Previous healthcare experience with medical terminology preferred.
• Previous experience with electronic medical record (EMR) preferred.
• Ability to sit for extended periods (up to 8 hours); continual finger use; writing; computer entry; ability to hear normal conversation; and good general near and peripheral vision.
• Please complete application using full legal name and current home address and include employment history for the past seven (7) years.

Benefits: