Patient Engagement - Call Center

Job Description

Job Description

Position Description

Patient Engagement is responsible for proactive communication with patients concerning new and upcoming appointments, and rescheduling missed appointments. This is a customer service position that requires exceptional ability to multitask in stressful situations while providing excellent customer service to patients, colleagues, and third-party organizations in the Center over the telephone and digital software solutions.

This position requires detailed knowledge of all aspects of medical appointment scheduling, including practice specific protocols, patient intake and registration protocols, billing and collections practices, telephone and written etiquette and best practices as well as scheduling guidelines. This person collaborates with Patient Services staff, health care Providers, Medical and Dental Assistants, and other support staff to complete his/her work.

Patient Engagement is a vital point of contact for all persons contacting the Center and it is important this person presents themselves professionally and friendly at all times. Within a community health center setting, the patient population varies greatly, and it is important Patient Engagement staff are able to deliver services in the native language of the patient and in a culturally competent manner at all times.

Essential Functions:

1. Responsible for incoming and outgoing patient engagement levering all available technology to include telephones, digital engagement tools such as Luma Health, Olark chat, eClinical Works, and Azara to provide new and established patients with proactive solutions and key information about the Center and its services.

2. Answers phones and schedules appointments for both new and established patients; collects all necessary patient information in order to accurately schedule or reschedule appointments. Is proactive in offering solutions to avoid appointment cancelations.

3. Responsible for new patient intake accurately capturing all the information required register new patients offering superb customer service and proactively ensuring new patients have a clear understanding of the Center’s services, fees, and available resources.

4. Processes, track, and complete all digital Discount Fee eligibility applications ensuring both new and established qualified patients are assigned the correct discount level while maintaining adherence to policy by reviewing and scanning all required documentation.

5. Collects payments, tracks, and actively seeks completion of payment plans and bad debt collections.

6. Regular and consistent attendance is vital in this position.

7. All other duties as assigned.

Qualifications, Education, and Experience:

1. Minimum 2 years customer service experience, preferably in a Medical Scheduling environment.

2. Outstanding customer service, communication, and interpersonal skills

3. Must have familiarity with telephone software. Experience with Electronic Medical Records systems is a plus.

4. Adept at all applicable computer software, i.e., Word, Excel, and Outlook

5. Bilingual English & Spanish highly preferred, but not required.

Benefits:

• 401(k)
• 401(k) matching
• Bereavement leave
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Free parking
• Health insurance
• Health savings account
• Life insurance
• Paid orientation
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Uniform allowance
• Vision insurance