Bilingual

• The Patient Engagement Representative handles day-to-day operations in a contact center, supporting patient acquisition and retention strategies via multi-channel communications (inbound, outbound, web chats, email, SMS).
• Inbound support includes answering inquiries promptly, adherence to scripting, and eligibility determination for care coordination and service line navigation.
• Provide physician referrals in accordance with Stark Law and document referral criteria.
• Provide event details and secure registration; process payments electronically when applicable.
• Handle payer contract negotiation calls and data breach calls per FAQ scripting and escalation paths.
• Navigate multiple systems to resolve requests; maintain quality measures and document demographic data and consent.
• Document and refer unresolved issues to appropriate department/client.
• Handle, document, and escalate patient complaints with professional demeanor.
• Handle multi-language calls utilizing interpreter services.
• Transfer callers to Post Call Satisfaction Survey.
• Maintain productivity by handling expected handle times and after-call work.
• Outbound duties include reminder calls for appointments; provide prep instructions; email communications; outreach to targeted populations; not telemarketing; generate SMS content; contact provider offices to validate information; additional support as needed.

Patient Engagement Representative, Bilingual

Salary

Job Level

About the role

Requirements

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