Customer Engagement Representative

Patient Engagement Representative

The Patient Engagement staff will engage patients over the phone to ensure that they have access to care when they need it and request it and to assist the care team in effectively and efficiently addressing patient needs in between visits.

Responsibilities include:

• Field incoming calls to our main phone number and respond to incoming text messages
• Provide general information to callers about the health center (e.g. hours, services, insurance enrollment, new patient registration)
• Schedule appointments with primary care providers.
• Assist patients seeking updates or information about their care at the health center (e.g. status of a referral, med refill request or prior auth, questions about lab orders)
• While engaging patients on the phone, check for open appointment recalls, notes on incomplete insurance applications, date of last physical, MyChart status, and other open items that can be resolved on the call.
• Follow protocols for managing and documenting phone calls in the EHR, including requests for refills, referrals, results and appointments so that Care Team members have the relevant information necessary to act on the patient request.
• Maintains working knowledge of insurances, including ability to verify Masshealth coverage via EVS and understanding of guarantor and coverage fields within Epic.
• Update patient demographics in Epic as appropriate
• Assist primary care teams in patient outreach as requested, to support efforts to ensure patients are seen for an annual well-visit, use our secure patient portal to communicate directly with their Care Team, and enroll for insurance if they dont have it.
• Process MassHealth PT1 requests
• Assist with other outreach, data entry, and patient registration update projects as assigned
• Ensure that patients and outside providers calling the health center have confidence that their requests are being answered and addressed by the appropriate staff in a timely manner.
• Ability to work well with patient teams to facilitate patient care and positive health outcomes.

The ideal candidate will have a minimum of 2 years experience in medical office support role and experience working with an electronic health record, Advanced coursework or training in a healthcare field of study also considered, Strong oral and written communication skills as well as commitment to excellent customer service are required.