Customer Engagement Representative - PBX Operator

This position is Monday-Friday from 4:00pm-12:30am.

This position represents the front door of the organization to ensure health care 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, 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 escape 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 be able to master systems and technology associated with the role and be comfortable working efficiently while multitasking. A representative must have excellent interpersonal skills to understand customer inquiries or complaints and manage through potential difficult conversations.

They must maintain this level of service while working with complex situations and high volumes. Representatives will act as the voice of the customer, advocating on their behalf to ensure they receive best‑in‑class service by proactively identifying and escalating priority issues, de‑escalating when appropriate, and going above and beyond to meet customer needs. They must 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. They must have good knowledge of telephone and computer systems so they can use engagement center systems efficiently. This will be done in a consistently service‑oriented manner to provide the highest level of satisfaction. 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 a high volume of inbound/outbound interactions through multiple channels and computer software systems. Communicate with customers to resolve inquiries using various platforms.
• Coordinating healthcare services including appointment scheduling, updating patient records, obtaining authorizations, communicating with care teams, arranging transportation, paging on‑call physicians, escalating patient concerns, 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, including 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,…