Patient Engagement Associate I

The Patient Engagement Associate delivers exceptional customer service by responding to scheduling inquiries, resolving basic concerns, and providing accurate information through multiple communication channels.

Requirements

• Interact with customers via telephone, email, chat, SMS, or other communication channels to address inquiries, resolve problems, and provide product/service information.
• Analyze customer concerns and issues, troubleshoot problems, and work towards satisfactory resolutions.
• Maintain a thorough understanding of the company's doctors, services, and policies to provide accurate information and solutions to customers.
• Record customer interactions, issues, and resolutions accurately in the company's practice management and EHR systems.
• Ensure adherence to company policies and procedures while handling customer interactions, including industry regulations and HIPAA data privacy guidelines.
• Gather and relay customer feedback and insights to the appropriate teams for continuous improvement in the patient service experience.
• Strive to meet or exceed established performance metrics such as productivity goals, resolution rates, handle times, offline times, and customer satisfaction scores.
• Maintain a professional and courteous demeanor in all customer interactions, even when dealing with challenging or upset customers.
• Collaborate with colleagues and supervisors over phone and chat to share information, best practices, and assist in problem-solving.

Benefits

• Medical, Dental, Vision, Short-term Disability, Long-term Disability, Life Insurance
• Matching 401(k)
• Employee Discount
• Wellness Program
• Paid Vacation & Holidays
• Training/Advancement opportunities