Patient Engagement Representative - Central

ILUMED LLC•Jupiter, FL

2d•Onsite

About The Position

As a Patient Engagement Representative, you will be the voice of our healthcare organization, reaching out to patients to schedule appointments, provide program information, and deliver top-tier customer service in a fast-paced call center environment. Your role will directly impact access to care and patient satisfaction across our clinical programs.

Requirements

High school diploma or equivalent required.
Minimum 2 years of experience in healthcare customer service.
Familiarity with HIPAA guidelines and patient privacy standards.
Excellent communication skills, both verbal and written.
Strong customer service orientation with a patient-centered approach.
Ability to manage high call volumes while maintaining attention to detail.
Proficient in using scheduling systems, electronic health records (EHRs), and call center software.
Comfortable working independently and as part of a collaborative team.
Ability to handle sensitive information with discretion and professionalism.
Flexible and adaptable in responding to changing organizational priorities and demands.
Complies with all organizational policies regarding ethical business practices.
Adheres to all company policy.
Familiarity with Microsoft Office and web-based applications.

Nice To Haves

Prior experience in healthcare scheduling or a call center environment preferred.
Bilingual proficiency is a plus (Spanish, etc.).
Bilingual Spanish/English preferred.

Responsibilities

Make outbound and receive inbound calls to schedule, confirm, or reschedule healthcare appointments.
Communicate clearly and empathetically with patients.
Accurately document all interactions in internal systems.
Follow scheduling protocols and call scripts while maintaining a courteous tone.
Address patient questions and concerns; escalate complex issues as needed.
Verify patient demographics and update records accordingly.
Ensure compliance with HIPAA and organizational privacy policies.
Participate in ongoing training and support outreach campaigns as assigned.
Other duties as requested.