Experienced Patient Engagement Representative – Remote Call Center – Healthcare Services

Are you a customer service professional with a passion for delivering exceptional patient experiences? Do you thrive in a fast-paced, dynamic environment where no two calls are ever the same? If so, we invite you to join our team as a Patient Engagement Representative – Remote Call Center – Healthcare Services. As a key member of our team, you will play a vital role in creating a positive patient experience by accurately and efficiently handling day-to-day operations, supporting patient acquisition and retention strategies, and providing exceptional customer service.

About Us

Conifer Health, a part of the Tenet and Catholic Health Initiatives family, brings 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities, and succeed at the business of healthcare. Our team is dedicated to delivering innovative solutions that improve quality, cost, and access to healthcare. As a Patient Engagement Representative, you will be part of a dynamic team that is passionate about making a difference in the lives of our patients and clients.

Job Summary

The Patient Engagement Representative is responsible for creating a positive patient experience by accurately and efficiently handling day-to-day operations, supporting patient acquisition and retention strategies, and providing exceptional customer service. This role requires a high level of customer service skills, problem-solving abilities, and technical proficiency in multiple computer systems. The ideal candidate will be able to work independently, prioritize tasks effectively, and maintain a high level of productivity in a fast-paced environment.

Key Responsibilities

* Inbound support for patient acquisition and retention strategies executed by our clients, including telephonic, email, and web chat channels

• 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
• Provide physician referrals in accordance with Stark Law
• Provide event details and secure registration for all attendees
• Handle payor contract negotiation calls and data breach calls as needed
• Navigate multiple systems to ensure the proper resolution for the request
• Maintain quality measures by handling inquiries based on protocols
• Document and refer unresolved issues to the appropriate department and/or client
• Handle, document, and follow proper escalation protocols for patient complaints
• Handle multi-language calls utilizing interpreter services
• Transfer callers to Post Call Satisfaction Survey
• Maintain productivity levels outlined by meeting expected handle times and after-call work
• Outbound support for patient acquisition and retention strategies executed by our clients, including telephonic, email, SMS, and web chat channels
• Reminder calls for both clinical and non-clinical appointments
• Provide communication via email based on campaign protocols
• Outreach to a targeted population for additional hospital services and upcoming campaigns
• Generate SMS compliant content through the SMS platform for requests as outlined by protocols and guidelines
• Contact provider offices to validate information for referral purposes

Knowledge, Skills, Abilities

* Ability to work remotely in a production-driven contact-center environment

• Ability to work with multi-channel technologies, including telephonic, web chat, SMS, and email channels
• Must be able to navigate multiple computer systems simultaneously accurately
• Must have basic typing ability
• Must have a working knowledge of Windows-based computer environment
• Must be able to multi-task in a high volume center
• Strong written and verbal communication skills
• Exceptional customer service skills, including effective and efficient problem-solving and analyzing skills
• Professional and calming tone of voice with complete command of the English language free of the use of inappropriate grammar
• Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact
• Ability to perform essential job functions with a high degree of independence, flexibility, and creative problem-solving techniques
• Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found
• Ability to function effectively under the stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities
• Attentive listening skills
• Ability to clearly articulate a response to the customer using appropriate voice modulation

Education/Experience

* Required: High school diploma or GED

• Required: Excellent telephone customer service skills with typing ability and problem-solving skills
• Required: Working knowledge of Windows-based computer environment
• Preferred: Two years of college
• Required: Telephone/call center experience
• Required: 1-3 years of customer service and/or healthcare experience

Physical Demands

* Must be able to work in a sitting position, use computer, and answer telephone for extended periods of time

Work Environment

* Remote position

• Work in a 24/7 environment. Must be able to work weekends and holidays as assigned. Shift bids occur as needed and are based on business needs.

Compensation and Benefits

* Compensation: $13.40-$20.00 per hour. Compensation depends on location, qualifications, and experience.

• Position may be eligible for a signing bonus for qualified new hires, subject to employment status.
• Conifer observed holidays receive time and a half.
• Benefits:

+ Medical, dental, vision, disability, and life insurance + Paid time off (vacation & sick leave) – min of 12 days per year, accrue at a rate of approximately 1.84 hours per 40 hours worked. + 401k with up to 6% employer match + 10 paid holidays per year + Health savings accounts, healthcare & dependent flexible spending accounts + Employee Assistance program, Employee discount program + Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, AD&D, auto & home insurance. + For Colorado employees, Conifer offers paid leave in accordance with Colorado’s Healthy Families and Workplaces Act.

Equal Employment Opportunity

Conifer Health is an equal employment opportunity employer. We do not discriminate against any applicant or employee based on race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status, or any other legally protected status.

How to Apply

If you are a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We are excited to review your application. Apply To This Job Apply for this job