Patient Engagement Representative - Remote Call Center

$27,872 - $41,600/Yr

Tenet Call Center Ops - Frisco, TX

Full-time - Entry Level

Remote - Frisco, TX

1,001-5,000 employees

About the position

The Patient Engagement Representative plays a crucial role in enhancing the patient experience by managing day-to-day operations in a remote call center environment. This position focuses on patient acquisition and retention strategies through various communication channels, including phone, email, web chats, and SMS messaging. The representative is responsible for providing accurate information, handling inquiries, and ensuring compliance with hospital protocols while maintaining a high level of customer service.

Responsibilities

• Handle inbound support for patient acquisition and retention strategies via telephonic, email, and web chat channels.
• Answer inquiries promptly while ensuring correct hospital representation to create positive patient engagement.
• Identify specific calls to action for non-campaign-specific requests and determine eligibility for care coordination.
• Provide physician referrals and maintain compliance with Stark Law and Safe Harbor Disclaimer.
• Process event registrations and handle payment applications in a compliant manner.
• Navigate multiple systems to resolve requests and maintain quality measures based on protocols.
• Document and refer unresolved issues to the appropriate department or client.
• Handle multi-language calls using interpreter services and maintain productivity levels as per expected handle times.
• Conduct outbound support for patient acquisition, including reminder calls and outreach for hospital services.
• Generate SMS compliant content and validate information for referral purposes.

Requirements

• High school diploma or GED required.
• Excellent telephone customer service skills with typing ability and problem-solving skills.
• Working knowledge of Windows-based computer environment.
• Ability to work remotely in a production-driven contact-center environment.
• Strong written and verbal communication skills with a professional tone.

Nice-to-haves

• Two years of college education preferred.
• Telephone/call center experience preferred.
• 1-3 years of customer service and/or healthcare experience preferred.

Benefits

• 401(k) with 6% match
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount program
• Paid time off (vacation & sick leave)
• Health savings accounts
• Flexible spending accounts
• Voluntary benefits including pet insurance and legal insurance