About the position
The Specialist Patient Engagement is an intermediate level position. This position 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 candidate in this call center setting must be a team player who demonstrates a positive and friendly attitude. The specialist must remain calm under pressure and possess excellent communication skills. The specialist demonstrates attention to detail, retains knowledge and possesses a maturity level that allows them to have the poise and professionalism to deal with our patients in the most difficult circumstances. An excellent communicator in both verbal and written forms, they work cross-functionally with all departments throughout Millennium and external medical facilities.
Responsibilities
- Handle incoming calls, schedule new and existing patient appointments, provide accurate information, and solve complaints and inquiries; always keeping customer satisfaction at the core of every contact.
- Identify patient needs, clarify information, research every issue and provide appropriate solutions and/or alternatives.
- Screen calls and ensure they are transferred to the appropriate staff member.
- Learn protocol to take appropriate steps in an urgent call situation.
- Complete and process records to ensure all pertinent data is entered into the patient's record in an accurate and thorough manner.
- Meet performance metrics, goals, and outcomes in a fast paced, high performing team-based setting.
- Demonstrate excellent service to internal team members and patients.
- Perform other related duties as assigned.
Requirements
- High school diploma or General Education Degree (GED); or one to three months' related experience and/or training, or equivalent combination of education and experience.
- 1 - 3 years of experience in a medical practice or a similar role.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers or employees of the organization.
- Have a positive customer service attitude and are energized by helping people.
- Assimilate information and listen well.
- 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.
- Ability to work independently in a fast-paced, cross-functional environment.
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
