Patient Engagement Representative - Remote - United States

JOB SUMMARY

The Patient Engagement Representative is responsible for creating a positive patient experience by accurately and efficiently handling day-to-day operations. This is contact center support of patient acquisition and retention strategies, which result from our clients' business to consumer (B2C) marketing efforts related to hospital services and community support.  These strategies include physician referral, service line navigation, event management, non-clinical care coordination, and customer service.   This is through multi-channel communications, including inbound, outbound, webchats, email, and SMS messaging.   The Patient Engagement Representative will utilize probing questions and problem-solving techniques to identify and support the request.  The individual is expected to develop a thorough understanding of the assigned function. This includes adherence to department policies and procedures related to demographic verification and call protocols.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

• Inbound support for patient acquisition and retention strategies executed by our clients.  Inbound channels include telephonic, email, and web chats.  The majority of the volume is through telephonic responses. Support consists of the following:
• Answer inquiry promptly while assuring the correct hospital representation to create positive patient engagement.
• Answer inquiry according to designated scripting for the campaign(s). 
• Identify specific calls to action for non-campaign-specific requests. 
• Accurately determine eligibility for care coordination and service line navigation. Eligibility is based on client-defined criteria presented to representative through a system-based decision tree program. Provide prep instructions and requirements. 
• Provide physician referrals in accordance with Stark Law.  Provide Safe Harbor Disclaimer and accurately document referral criteria.  
• Provide event details and secure registration for all attendees.  This includes processing fees electronically in multiple payment applications and in a compliant manner, when applicable.
• Handle payor contract negotiation calls and data breach …