Experienced Patient Engagement Representative - Remote | Tenet Healthcare

Are you a customer service professional with a passion for delivering exceptional patient experiences? Do you thrive in a fast-paced, dynamic environment where no two interactions are ever the same? If so, we invite you to join our team as a Patient Engagement Representative - Remote at Tenet Healthcare. As a key member of our patient engagement team, you will play a critical role in creating a positive and memorable experience for patients and their families.

About Us

At Tenet Healthcare, we are dedicated to delivering high-quality, patient-centered care that meets the unique needs of each individual. With a strong commitment to innovation and excellence, we strive to create a culture of collaboration and teamwork that inspires our employees to reach their full potential. As a Patient Engagement Representative - Remote, you will be part of a dynamic team that is passionate about making a difference in the lives of our patients and their families.

Job Summary

The Patient Engagement Representative - Remote is responsible for creating a positive patient experience by accurately and efficiently handling day-to-day operations. This includes 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. The ideal candidate will possess excellent communication and problem-solving skills, with the ability to work effectively in a fast-paced, dynamic environment.

Key Responsibilities

* Inbound support for patient acquisition and retention strategies executed by our clients, including telephonic, email, and web chat interactions

• Answering inquiry promptly while assuring the correct hospital representation to create positive patient engagement
• Answering inquiry according to designated scripting for the campaign(s)
• Identifying specific calls to action for non-campaign-specific requests
• Accurately determining eligibility for care coordination and service line navigation
• Providing physician referrals in accordance with Stark Law
• Providing event details and securing registration for all attendees
• Handling payor contract negotiation calls and data breach calls as needed
• Navigating multiple systems to ensure proper resolution for the request
• Maintaining quality measures by handling inquiries based on protocols
• Documenting and referring unresolved issues to the appropriate department and/or client
• Handling, documenting, and following proper escalation protocols for patient complaints
• Handling multi-language calls utilizing interpreter services
• Transferring callers to Post Call Satisfaction Survey
• Maintaining productivity levels outlined by meeting expected handle times and after-call work
• Outbound support for patient acquisition and retention strategies executed by our clients, including telephonic, email, SMS, and web chat interactions

Knowledge, Skills, Abilities

* Ability to work remotely in a production-driven contact-center environment

• Ability to work with multi-channel technologies, including telephonic, web chat, SMS, and email channels
• Must be able to navigate multiple computer systems simultaneously accurately
• Must have basic typing ability
• Must have a working knowledge of Windows-based computer environment
• Must be able to multi-task in a high volume center
• Strong written and verbal communication skills
• Exceptional customer service skills, including effective and efficient problem-solving and analyzing skills
• Professional and calming tone of voice with complete command of the English language free of the use of inappropriate grammar
• Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact
• Ability to perform essential job functions with a high degree of independence, flexibility, and creative problem-solving techniques
• Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found
• Ability to function effectively under the stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities
• Attentive listening skills
• Ability to clearly articulate a response to the customer using appropriate voice modulation

Education / Experience

* Required: High school diploma or GED

• Required: Excellent telephone customer service skills with typing ability and problem-solving skills
• Required: Working knowledge of Windows-based computer environment
• Preferred: Two years of college
• Required: Telephone/call center experience
• Required: 1-3 years of customer service and/or healthcare experience

Physical Demands

* Must be able to work in a sitting position, use computer, and answer telephone for extended periods of time

Work Environment

* Remote position

Other

* Work in a 24/7 environment. Must be able to work weekends and holidays as assigned. Shift bids occur as needed and are based on business needs.

Compensation and Benefits

* Pay: $13.40-$20.00 per hour. Compensation depends on location, qualifications, and experience.

• Position may be eligible for a signing bonus for qualified new hires, subject to employment status.
• Conifer observed holidays receive time and a half.
• Medical, dental, vision, disability, and life insurance
• Paid time off (vacation & sick leave) - min of 12 days per year, accrue at a rate of approximately 1.84 hours per 40 hours worked.
• 401k with up to 6% employer match
• 10 paid holidays per year
• Health savings accounts, healthcare & dependent flexible spending accounts
• Employee Assistance program, Employee discount program
• Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, AD&D, auto & home insurance.
• For Colorado employees, Conifer offers paid leave in accordance with Colorado's Healthy Families and Workplaces Act.

Why Join Our Team?

At Tenet Healthcare, we are committed to creating a culture of excellence and collaboration that inspires our employees to reach their full potential. As a Patient Engagement Representative - Remote, you will have the opportunity to work with a dynamic team that is passionate about making a difference in the lives of our patients and their families. We offer a competitive benefits package, leadership opportunities, and a supportive work environment that encourages growth and development.

We Encourage You to Apply!

Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team. If you are a customer service professional with a passion for delivering exceptional patient experiences, we invite you to apply for this exciting opportunity. Apply To This Job Apply for this job