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: Apply tot his job Apply To this Job