Patient Engagement Representative – Remote Bilingual Full Time

Summary:

The Patient Engagement Representative at Tenet Call Center Ops is responsible for handling patient inquiries, providing physician referrals, managing event registrations, and supporting patient acquisition and retention strategies. The role involves multi-channel communication, including phone, email, SMS, and web chat, to enhance patient engagement and satisfaction.

Responsibilities:

• Provide inbound support for patient acquisition and retention strategies through telephonic, email, and web chat.
• Answer inquiries promptly and provide accurate hospital representation.
• Determine eligibility for care coordination and service line navigation.
• Provide physician referrals and ensure compliance with Stark Law.
• Offer event details and secure registrations for attendees, processing fees electronically when applicable.
• Handle payor contract negotiations and data breach calls.
• Maintain quality measures and adhere to system-based protocols for inquiries.
• Escalate unresolved issues to the appropriate department or client.
• Handle patient complaints professionally, ensuring the client’s brand is represented with empathy.
• Conduct outbound calls for patient engagement, including reminders and outreach.
• Generate SMS compliant content and communicate with provider offices for referral purposes.
• Work with multi-channel technologies to support patient acquisition and retention efforts.

Requirements:

• High school diploma or GED required.
• Excellent telephone customer service skills and typing ability.
• Working knowledge of Windows-based computer systems.
• 1-3 years of customer service and/or healthcare experience required.
• Telephone/call center experience required.
• Strong problem-solving skills, multitasking ability, and written and verbal communication skills.
• Ability to maintain control in difficult situations and effectively de-escalate issues.
• Must be able to work remotely in a production-driven environment and handle multiple systems simultaneously.

Benefits:

• Medical, dental, vision, disability, and life insurance.
• Paid time off (vacation & sick leave) – minimum of 12 days per year.
• 401k with up to 6% employer match.
• 10 paid holidays per year.
• Health savings accounts, flexible spending accounts.
• Employee Assistance program and employee discount program.
• Voluntary benefits such as pet insurance, legal insurance, accident and critical illness insurance, and more.
• Paid leave for Colorado employees in accordance with state law.

Tagged as: Customer Service, Healthcare Support, Tenet Call Center Ops, United States