Remote-Patient Engagement Representative-Bilingual

JOB SUMMARY

The Patient Engagement Representative is responsible for creating a positive patient experience by accurately and efficiently handling day-to-day operations. This is contact center support of patient acquisition and retention strategies, which result from our clients' business to consumer (B2C) marketing efforts related to hospital services and community support. These strategies include physician referral, service line navigation, event management, non-clinical care coordination, and customer service.

This is through multi-channel communications, including inbound, outbound, webchats, email, and SMS messaging. The Patient Engagement Representative will utilize probing questions and problem-solving techniques to identify and support the request. The individual is expected to develop a thorough understanding of the assigned function. This includes adherence to department policies and procedures related to demographic verification and call protocols.

Include the following. Others may be assigned.

• 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. Support consists of the following :
• 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. In addition to the above, 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…