Patient Engagement Representative, Bilingual
Tenet Healthcare
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $15 - $22 per hour
Job Level
Junior
About the role
- 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.
- 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 calls as needed based on FAQ scripting and follow escalation paths as outlined.
- Navigate multiple systems to ensure the proper resolution for the request.
- Maintain quality measures by handling inquiries based on protocols; this includes disposition, system-based actions, and capture of demographic data points and consent.
- Document and refer unresolved issues to the appropriate department and/or client.
- Handle, document, and follow proper escalation protocols for patient complaints in a caring and compassionate manner while maintaining professional guidelines and representing the client's brand.
- 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. Outbound channels include telephonic, email, SMS, and web chats. Majority of volume is through telephonic responses. Support includes inbound duties outlined above; however, they are initiated through an outbound interaction. Outbound support also includes the following:
- Reminder calls for both clinical and non-clinical appointments. Provide all prep instructions, appointment requirements, and any specific hospital protocols.
- Provide communication via email based on campaign protocols. This includes aligning to hospital branding guidelines, ensuring accurate and grammatically correct content, and in a professional manner.
- Outreach to a targeted population for additional hospital services and upcoming campaigns. This is __not__ telemarketing. Outreach is directed at patients and consumers who have__ requested__ to be notified of hospital information, 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, document updates needed, and notify the appropriate department for processing.
- Additional support as needed
Requirements
- 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
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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicetelephonic supporteligibility determinationdata entrypayment processingcall scriptingreferral documentationSMS content generationproblem solvingmultilingual communication
Soft skills
communicationcompassionprofessionalismattention to detailtime managementcustomer engagementteam collaborationadaptabilityconflict resolutionquality assurance
Certifications
high school diplomaGED