Patient Engagement Specialist - Call Center (Remote) - Central & Eastern US

Millennium Physicians Group

Patient Engagement Specialist - Call Center

Full-Time (Monday - Friday 8:00am - 5:00 pm EST)

Remote Position

Bilingual English & Spanish Needed

Summary

The Call Center - Patient Engagement Specialist 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 Representative must remain calm under pressure and possess excellent communication skills. The Representative 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 RXHub, Nurse triage and the medical practices.

Requirements

• 2+ yrs. or more healthcare call center experience
• Bilingual English & Spanish Preferred
• Ability to work in a high-paced, high- call volume remote position
• Ability to use EMR Athena health systems preferred , not required

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Handle incoming calls, schedule 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

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
• 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!

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Adaptability Maintaining effectiveness in varying environments and with different tasks, responsibilities, and people.

Analysis/Problem Assessment Securing relevant information and identifying key issues and relationships from a base of information; relating and comparing data from different sources; identifying cause-effect relationships.

Communication - Expressing ideas effectively in individual and group situations (including nonverbal communication); adjusting language or terminology to the characteristics and needs of the audience. Good listening skills.

Compassion - The responsibility to put a patient's or person's interests first, including the duty not to harm, deliver proper care, and maintain confidentiality.

Compliance - Employee has satisfactory completed employers required compliance training.

Employee is able to demonstrate an understanding of employers Code of Conduct.

Dependability - Meets commitments, deliverables, deadlines, work independently