Engagement Specialist

Schedule

• Monday through Friday, 8:00 AM to 5:00 PM
• Flexibility is required; schedule may occasionally include 7:00 AM to 7:00 PM shifts three days per week based on operational needs

Location

Texas Health Mansfield, 4th Floor Outpatient Women's Center

About the role

Serves as a brand ambassador, enlivening the institution's and department's mission, vision, values, and service standards.

Responsibilities

• Guides consumers through their experience, providing information about services, hours of operation, and highlighting features, events, and engagement tools
• Assists consumers in scheduling appointments and maintains knowledge of scheduling policies and procedures
• Confirms patient demographics and account information is accurate and completed prior to visit
• Provides support in the execution of experiences and meets or exceeds consumer needs, demonstrating a sense of urgency to recover any service gaps
• Interacts with all consumers and team members using the prescribed communication model
• Speaks and writes using clear and professional language, demonstrating age-specific communication skills for consumers with the ability to assess and interpret relevant data
• Maintains working knowledge of scheduling systems, authorizations/pre-certifications, and benefit memos to meet and exceed consumer expectations
• Preserves understanding of patient accounts to ensure expeditious billing and protect the financial standing of the institution, facilitating patient connections to billing services
• Meets or exceeds upfront collections by facilitating the consumer payment process through the payment portal or application
• Ensures lobby environments are clean and professional
• Receives, records, and relays messages accurately, completely, and legibly, responding within established standards
• Performs other duties as assigned

Required Knowledge, Skills, and Abilities

• High level of emotional and situational intelligence
• High level of skill in service excellence and service recovery
• Skilled in interpersonal, oral, and written communication
• Ability to work in multiple computer systems as well as adapt to technology updates
• Skilled in organization as demonstrated by the ability to manage multiple tasks/deadlines
• Ability to develop and maintain positive working relationships with team members and other stakeholders/consumers

Preferred Knowledge, Skills, and Abilities

• Hospital, Medical Practice or Physician office experience
• Knowledge of medical terminology
• Previous team lead/supervisory experience
• Bilingual

Education

Associate degree required; Bachelor's degree preferred.

Work Experience

1+ year of healthcare/hospitality experience required; 2+ years preferred. Hospital, Medical Practice or Physician office experience preferred. Previous team lead/supervisory experience preferred.

An equivalent combination of education and relevant work experience may be considered in lieu of the stated degree requirement: Associate's degree AND 1+ year of healthcare/hospitality experience required, OR High School Grad or Equiv AND 3+ years of healthcare/hospitality experience required.

Licenses and Certifications

Basic Life Support - CPR Cert (BLS) preferred.

Physical Requirements

Please click the link below to view work requirements: Physical Requirements

Pay

$16.37 - $26.19