Executive Partner – Chief Audit Executives
Gartner
Patient Engagement Partner
St. Luke's University Health Network
full-time
Posted on:
Location Type: Remote
Location: Remote • New Jersey, Pennsylvania • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- Answers incoming calls and performs a variety of actions including scheduling, rescheduling, or canceling appointments within established time frames and protocols in a fast paced, high volume Access Center environment
- Determines how requests should be handled using expert questioning techniques to determine how a request should be scheduled, when to refer a call to a specific clinic or escalate the call to a nurse for immediate attention; coordinates services, as needed
- Verifies and updates patient demographic and insurance information
- Creates a positive patient experience at every encounter, attempting to resolve any issues or concerns of the patient at the time of the phone call, within the scope of the role
- Manages and works referral work queues when assigned and provides supplemental inbound patient call support during high volume times using (and vice versa), and uses judgment to prioritize and accommodate patients, based on patient needs
- Actively participates as a team member in resolution of problems as they are identified
- Escalates any scheduling or insurance issue to the Patient Engagement Supervisor or Patient Engagement Manager to resolve
- Consistently meets productivity, schedule adherence, and quality standards as set by the Access Center
- Works with designated clinical partners to establish and maintain appropriate appointment scheduling protocols
- Consistently acts to build positive relationships with our clinical partners
Requirements
- High School diploma or equivalent required
- Previous general computer experience with data entry required
- Minimum 1-2 years of demonstrated customer service excellence in a contact center preferred
- Previous healthcare experience with medical terminology preferred
- Previous experience with electronic medical record (EMR) preferred
Benefits
- Paid time off
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data entryschedulingappointment managementcustomer servicemedical terminologyelectronic medical record (EMR)
Soft skills
communicationproblem-solvingteamworkjudgmentrelationship building
Certifications
High School diploma or equivalent
