Patient Engagement Representative - Remote Call Center

About the position

The Patient Engagement Representative is responsible for creating a positive patient experience by accurately and efficiently handling day-to-day operations. This is contact center support of patient acquisition and retention strategies, which result from our clients' business to consumer (B2C) marketing efforts related to hospital services and community support. These strategies include physician referral, service line navigation, event management, non-clinical care coordination, and customer service. This is through multi-channel communications, including inbound, outbound, webchats, email, and SMS messaging. The Patient Engagement Representative will utilize probing questions and problem-solving techniques to identify and support the request. The individual is expected to develop a thorough understanding of the assigned function. This includes adherence to department policies and procedures related to demographic verification and call protocols.

Responsibilities

• Inbound support for patient acquisition and retention strategies executed by our clients.
• Answer inquiry promptly while assuring the correct hospital representation to create positive patient engagement.
• Answer inquiry according to designated scripting for the campaign(s).
• Identify specific calls to action for non-campaign-specific requests.
• Accurately determine eligibility for care coordination and service line navigation.
• Provide physician referrals in accordance with Stark Law.
• Provide event details and secure registration for all attendees.
• Handle payor contract negotiation calls and data breach calls as needed.
• Navigate multiple systems to ensure the proper resolution for the request.
• Maintain quality measures by handling inquiries based on protocols.
• Document and refer unresolved issues to the appropriate department and/or client.
• Handle, document, and follow proper escalation protocols for patient complaints.
• Handle multi-language calls utilizing interpreter services.
• Transfer callers to Post Call Satisfaction Survey.
• Maintain productivity levels outlined by meeting expected handle times and after-call work.
• Outbound support for patient acquisition and retention strategies executed by our clients.
• Reminder calls for both clinical and non-clinical appointments.
• Provide communication via email based on campaign protocols.
• Outreach to a targeted population for additional hospital services and upcoming campaigns.
• Generate SMS compliant content through the SMS platform for requests.
• Contact provider offices to validate information for referral purposes.

Requirements

• High school diploma or GED.
• Excellent telephone customer service skills with typing ability and problem solving skills.
• Working Knowledge of Windows based computer environment.
• Telephone/call center experience.
• 1-3 years of customer service and or healthcare experience.

Nice-to-haves

• Two years of college.

Benefits

• Medical, dental, vision, disability, and life insurance.
• Paid time off (vacation & sick leave) - min of 12 days per year.
• 401k with up to 6% employer match.
• 10 paid holidays per year.
• Health savings accounts, healthcare & dependent flexible spending accounts.
• Employee Assistance program, Employee discount program.
• Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, AD&D, auto & home insurance.
• For Colorado employees, Conifer offers paid leave in accordance with Colorado's Healthy Families and Workplaces Act.