Patient Engagement Representative – Remote Bilingual Full Time

Description:

• Inbound support for patient acquisition and retention strategies executed by our clients.
• Answer inquiry promptly while assuring the correct hospital representation to create positive patient engagement.
• Answer inquiry according to designated scripting for the campaign(s).
• Identify specific calls to action for non-campaign-specific requests.
• Accurately determine eligibility for care coordination and service line navigation.
• Provide physician referrals in accordance with Stark Law. Provide Safe Harbor Disclaimer and accurately document referral criteria.
• Provide event details and secure registration for all attendees.
• Handle payor contract negotiation calls and data breach calls as needed.
• Navigate multiple systems to ensure the proper resolution for the request.
• Maintain quality measures by handling inquiries based on protocols.
• Document and refer unresolved issues to the appropriate department and/or client.
• Handle, document, and follow proper escalation protocols for patient complaints.
• Handle multi-language calls utilizing interpreter services.
• Maintain productivity levels outlined by meeting expected handle times and after-call work.
• Outbound support for patient acquisition and retention strategies executed by our clients.
• Reminder calls for both clinical and non-clinical appointments.
• Provide communication via email based on campaign protocols.
• Outreach to a targeted population for additional hospital services and upcoming campaigns.
• Generate SMS compliant content through the SMS platform.
• Contact provider offices to validate information for referral purposes.

Requirements:

• 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.
• Professional and calming tone of voice with complete command of the English language.
• 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.
• Ability to function effectively under the stress of conflicting demands.
• Attentive listening skills.
• Ability to clearly articulate a response to the customer using appropriate voice modulation.
• Conifer requires its candidates to obtain and provide confirmation of all required vaccinations and screenings prior to the start of employment.

Benefits:

• Medical, dental, vision, disability, and life insurance.
• Paid time off (vacation & sick leave) – min of 12 days per year.
• 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.
• For Colorado employees, Conifer offers paid leave in accordance with Colorado’s Healthy Families and Workplaces Act.