Patient Engagement Lead

Location: 100% Remote (WA)

Position: Patient Engagement Lead

Job Type: Full Time

Schedule: M-F (40 hours a week)

As a PRN Patient Engagement Lead, you will be that all important first point of contact for our patients. You will be responsible for successfully managing a high volume of inbound and outbound calls and providing the highest quality customer service. This will include following communication scripts, scheduling appointments and accurate data entry of patient demographics and insurance. You will assist in the training and mentoring of the Patient Engagement Representative, as well as audit and monitor your assigned regions metrics.

Position Overview:

As a PRN Patient Engagement Lead, you will be that all important first point of contact for our patients. You will be responsible for successfully managing a high volume of inbound and outbound calls and providing the highest quality customer service. This will include following communication scripts, scheduling appointments and accurate data entry of patient demographics and insurance. You will assist in the training and mentoring of the Patient Engagement Representative, as well as audit and monitor your assigned regions metrics.

Key Responsibilities:

• Promote PRNs Core values: Quality Service, Integrity, Compassion and Teamwork.
• Handle high call volumes from patients, referral sources and insurance carriers, while providing the highest quality of customer service.
• Assisting the Patient Engagement Supervisor in the oversight of day-to-day operations, including monitoring productivity, call queues, team skilling, quality assurance, and performance, call and data entry audits.
• Assisting the Patient Engagement Supervisor with representative or clinical interactions, escalations, team chats and meeting SLAs per the department metrics and standards.
• Register patients accurately and timely with pertinent information needed to facilitate preauthorization, eligibility and benefits to the highest standard.
• Maintain complex schedules while ensuring that all patients are scheduled with the appropriate evaluation type and provider, as well as the rescheduling of evaluations per the physician’s orders.
• Communicate with clinics to assure warm transfer, while being a liaison between all referral sources, internal customers, clinical staff and patient engagement leadership, as needed.
• Assist patients and patient engagement representatives with any insurance-related questions.
• Submit patient benefits requests timely to ensure they are completed prior to evaluation, along with sending new patient electronic Welcome Letters and new patient paperwork in a timely manner.
• Communicate regularly with Supervisor and upper management to suggest ways to improve department workflows, policy and procedure.
• Assist Patient Engagement Supervisor with the onboarding of new employees, mentorship and continued or refresher training of the Patient Engagement representatives.
• Work on and monitor the appropriate queues to ensure all requests are responded to and errors are resolved in a timely fashion.
• Monitor call volumes, SLAs and metrics for assigned regions and/or across multiple regions.
• Maintain strict confidentiality with patient information and follow HIPAA guidelines
• Participate in monthly status calls with assigned regions leadership.

The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands.

Minimum Education:

• High school diploma or equivalent

Experience:

• 2+ years of inbound/outbound call experience in a call center setting, medical office and customer service environment.
• Experience working with patient management software and systems. Raintree preferred

Knowledge, Skills and Abilities:

• Exceptional phone manner and strong customer orientation
• Ability to maintain composure in high pressure situations
• Ability to organize and multitask multiple priorities
• Excellent interpersonal and communication skills
• Attention to detail and excellent data entry skills
• Knowledge of Microsoft Office and Telephony software platforms
• Strong team player
• Knowledge of payor guidelines
• Understanding of healthcare compliance, HIPAA regulations, and customer service best practices
• Ability to exercise mature judgement and initiative in analyzing problems and recommending/implementing solutions