Patient Engagement Agent

Overview

 This position handles all first call resolution for the practices assigned to the call center. The employee will transfer calls as appropriate, and/or make appointments as necessary. For procedures, the employee may pre-register the patient, verifying insurance, etc. In addition, the employee will assist with making referrals. The schedule for this role is Monday - Friday, 8am - 5pm.

 

Responsibilities

 

 

• Answers all inbound and/or places outbound telephone calls as assigned and appropriately directs callers and ensures all calls are handled efficiently and in a timely manner. Consistently exhibits the highest level of service to all callers and fellow staff.
• Assists with identifying and initiating necessary referrals for specialist appointments, procedures and tests.
• Contacts patients by phone to remind them of upcoming appointments, relay instructions and/or to ask follow-up care questions as needed. Cancels and reschedules appointments as needed.
• Opens, sorts and distributes all types of mail and correspondence as is necessary and assigned.
• Organizes, expedites and follows-up on any paperwork related to patient care.
• Schedules various types of appointments for providers and communicates any necessary instructions to the patient.
• Takes requests for refills, labs and test results, if required. Assists with patient call backs as is appropriate.

Qualifications

 

EDUCATION:High School Diploma or equivalent - Required

 

EXPERIENCE:Required: Minimum 1 year of related experience.Preferred: prior practice scheduling, front office experience. May consider prior call center experience.

 

LICENSURE/CERTIFICATION/REGISTRY/LISTING:REQUIREDPREFERRED