Customer Engagement Representative - Scheduling

100631 Engagement Center Admin

Full Time - Eligible for Benefits

Clerical & Administrative Support

Day

Biweekly

Hours:

80

This is a hybrid position with the training taking place onsite and then the ability to work from home after training. It will be Monday-Friday from 9:30am-6:00pm in the call center.

This position represents the front door of the organization to ensure health care is received timely with an exceptional customer experience. This position will act as a liaison, primarily a patient advocate, between Renown, Hometown Health, its customers, and community members by processing requests, complaints, concerns, providing education in utilizing the resources and services of the organization resulting in first call resolution.

The successful Customer Engagement Representative is responsible for going above and beyond to provide an excellent experience in a professional, expedient, and proficient manner. This position serves as the voice of the customer and will engage with peers, office staff, and leaders to resolve or escalate questions and concerns. This is a personally fulfilling role as it provides the opportunity to make a genuine difference in each life that is touched.

This position is responsible for working in a fast‑paced environment using several modes of communication including face‑to‑face, video conferencing, telephone, chat, messaging, and email. The Representative must master systems and technology associated with the role and be comfortable working efficiently while multitasking. An excellent interpersonal skill set is required to understand customer inquiries or complaints and manage through potential difficult conversations.

The Representative must maintain this level of service while working with complex situations and high volumes. They should be able to learn quickly so they can acquire the service and product knowledge to answer customers’ questions accurately. Their work must be concise and accurate. The Representative must have good knowledge of telephone and computer systems to use engagement center systems efficiently.

The representative makes no medical necessity decisions.

Representatives must aim to deal with customer’s inquiries and requests on the first call and be willing to be flexible to meet the customers’ needs. Concise and accurate documentation in systems of record is required using correct grammar and complete sentences.

The Engagement Center remote shifts occur on a set schedule. Representatives are expected to be available for the entirety of their shift and work in a quiet private place that upholds HIPAA standards. Representative must be willing to work at the times needed to provide service to meet customer needs. Some positions include evening, night, weekend and holiday hours.

• Provide excellent service utilizing basic knowledge of all services supported for Hometown and Renown Health.
• Follow established standard policies and procedures to complete pertinent tasks, meet customer needs, and work for one call resolution.
• Answer and route high volumes of inbound/outbound interactions through multiple channels and computer software systems. Communicate with customers to resolve inquiries using various platforms.
• Coordinate healthcare services including appointment scheduling, updating patient records, obtaining authorizations, communicating with care teams, arranging transportation, paging on‑call physicians, escalating patient concerns, addressing general complaints and grievances, providing basic navigation of the healthcare system, providing technical support, and collecting payments.
• Provide appropriate responses to customers regarding plan benefits, including eligibility, benefit quoting, provider network, referral and authorization process, claims payment, and policies and procedures.
• Work effectively with professionals across the health system including providers, social workers, case managers, nurses, medical assistants, patient access representatives, insurance companies, and other third parties.
• Handle inquiries related to compliance and regulatory auditing.

Perform other duties as…