Customer Engagement Representative - Scheduling

Overview

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 healthcare is received timely with an exceptional customer experience. It will act as a liaison, primarily a patient advocate, between Renown, Hometown Health, its customers, and community members by processing requests, complaints, concerns, and 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 elevate 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 operates in a fast‑paced environment using multiple communication modes 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. Excellent interpersonal skills are required to handle customer inquiries or complaints and manage through potentially difficult conversations. The representative must maintain a high level of service while working with complex situations and high volumes, advocating on behalf of customers to ensure they receive best‑in‑class service.

They must learn quickly to acquire service and product knowledge to answer customers’ questions accurately. The work must be concise, accurate, and performed using high‑quality telephone and computer systems. The representative is expected to achieve first‑call resolution and maintain diligent, accurate documentation. The Engagement Center remote shifts occur on a set schedule. The representative must be available for the entirety of the shift, work in a quiet private place that upholds HIPAA standards, and be willing to accommodate evening, night, weekend, and holiday hours if required.

Incumbent will provide a variety of services to customers. These can include, but are not limited to:

• 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 achieve one‑call resolution.
• Answer and route high volume 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, providing general complaint and grievance resolution, basic navigation of the healthcare system, providing technical support, and payment collection.
• Provide appropriate responses to customers and consumers regarding plan benefits to include, but not limited to, eligibility, benefit quoting, provider network, referral and authorization process, claims payment, as well as 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.

Performs other duties as required and meets and exceeds performance goals to ensure all departmental & organizational goals are achieved.

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection…