Patient Engagement Representative

PRIMARY FUNCTION

The Patient Engagement Representative is responsible for creating a positive patient experience by accurately and efficiently handling proper outreach to patients. Your primary focus is to elevate the patient experience, stimulate engagement, and streamline communication. This role entails offering comprehensive assistance, guidance, and unwavering support to patients. Your advocacy ensures that each patient encounters a positive and fulfilling healthcare journey.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This list may not include all of the duties that may be assigned.

1. Conducts outreach to patients to gather feedback, assess needs, and identify areas for improvement.
2. Provides guidance and support to patients navigating the healthcare system, including assistance with appointment scheduling, insurance inquiries, and access to resources.
3. Responds and assists members (patients) with Primary Care Provider (PCP) allocation.
4. Utilizes technology and digital platforms to enhance patient engagement initiatives, including patient portals, mobile apps, and emails.
5. Monitors queues to ensure patient inquiries are handled professionally and in a courteous, responsive, and timely manner.
6. Stays informed about best practices and trends in patient engagement, healthcare technology, and patient-centered care.
7. Arranges interpretation services for members as needed.
8. Other various duties as assigned, including cross training in other functional areas.

QUALIFICATIONS

EDUCATION: High School Diploma or equivalent required.

EXPERIENCE: Previous experience in a healthcare setting, preferably in patient engagement, patient advocacy, or healthcare coordination. 2-3 years previous healthcare experience preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent communication and interpersonal skills, with the ability to interact effectively with patients, staff, and healthcare providers
• Strong interpersonal skills and the ability to build rapport and trust with patients, families, and healthcare professionals.
• Empathy and compassion for patients and their families, with a commitment to providing patient-centered care.
• Proficiency in utilizing technology and digital platforms for patient engagement initiatives
• Flexibility and adaptability to meet the changing needs and priorities of patients and healthcare organizations.
• Ability to multi-task in a fast paced environment while meeting established production and quality goals/metrics.
• Strong organizational skills, with ability to effectively prioritize work on a daily basis and follow up on open items in a timely manner.
• Demonstrates ability to work well in a team environment.
• Advanced proficiency in Microsoft Excel (or equivalent application).
• Basic proficiency in Microsoft Word and PowerPoint (or equivalent applications).

TYPICAL WORKING CONDITIONS

• Non-Patient-facing
• Full-time rotate working in the office and remote
• Indoor work; professional office environment
• Operating Computer
• Reach Outward
• Requires manual dexterity sufficient to operate a keyboard, type at 35 wpm, operate copier, and other office equipment
• May require sitting or standing for long periods, including stooping, bending, and stretching
• Lifting up to 10lbs

OTHER PHYSICAL REQUIREMENTS

• Vision
• Sense of sound
• Sense of touch

PERFORMANCE REQUIREMENTS

Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations.

Demonstrate good judgement and reads and abides by the company's code of conduct, ethics, employee handbook, policies and procedures and other corporate mandates.