Patient Engagement Specialist

Millennium Physician Group • Durham, NC

1d • Onsite

About The Position

The Inbound Representative plays a crucial role as they are the liaison between our patients and medical practices within the Millennium Physician Group family. They are the first point of contact via telephone with the patient. The successful call center candidate will be driven and demonstrate strong customer service skills through effective handling of incoming calls. S/he will have strong typing and computer skills and ability to schedule patient appointments, provide accurate information, and solve complaints and inquiries; always keeping customer satisfaction at the core of every contact.

The representative manages large amounts of inbound calls through delivery of exceptional customer service and support. Identifies patient needs, resolves problems by clarifying issues, researching and exploring answers and alternative resolutions and implementing best solutions. Implements protocol to take appropriate steps in an urgent call situation. Completes and processes records to ensure all pertinent data is entered into the Athena (medical) system in an accurate and thorough manner. Meets performance metrics, goals, and outcomes in a fast paced, high performing team based setting. People who enjoy and succeed in this role: (Attributes) Have a positive customer service attitude and are energized by helping people Assimilate information and listen well in a call center setting Have a strong work ethic that includes thoroughness and attention to detail Understand that success comes from working together (team player) Adapt to changing circumstances with patience and determination Love to solve problems creatively and think analytically Pride themselves on their ability to organize and process information Take ownership of outcomes in providing quality service and support Get excited with comprehensive training and continued opportunity to grow/develop!

Requirements

• High school diploma or general education degree (GED); or 1+ years of customer service/call center experience; or equivalent combination of education and experience.
• 1+ years of customer service experience (preferred within a call center or healthcare field)
• Ability to type 35 wpm
• Ability to multi-task in a high call volume setting
• Experience working in a fast pace environment

Responsibilities

• Manages large amounts of inbound calls through delivery of exceptional customer service and support.
• Identifies patient needs, resolves problems by clarifying issues, researching and exploring answers and alternative resolutions and implementing best solutions.
• Implements protocol to take appropriate steps in an urgent call situation.
• Completes and processes records to ensure all pertinent data is entered into the Athena (medical) system in an accurate and thorough manner.
• Meets performance metrics, goals, and outcomes in a fast paced, high performing team based setting.

Benefits

• 3 weeks PTO & 7 paid holidays
• Medical, Dental, Vision
• Employer Paid Basic Life & Short Term Disability coverage (goes into effect after 1 year of full-time employment)
• 401(k) with match
• Employee Wellness
• Other Employee Discount programs like Tickets at Work and cell phone discounts
• Other benefits: Dependent Care FSA, Voluntary Life, Long Term Disability, Critical Illness, Pet Insurance, and more

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED