Patient Engagement Specialist

About the role

The Patient Engagement Center is a fast-paced environment providing nurse triage to patients and handling a wide variety of patient and customer interactions and request for services through inbound and outbound calls. The Patient Engagement Center also assists Marketing with projects to shift payor mix and drive new business into the organization.

Responsibilities

• Manage large amounts of inbound and outbound calls accurately and efficiently.
• Collects information and responds to inquiries/questions from callers, physicians, hospital personnel and community service contracts in a professional and compassionate manner.
• Strives for one-call resolution by identifying customers’ needs, clarifying information, researching out issues, providing solutions and/or alternatives and routing calls appropriately.
• Notifies appropriate personnel if follow up is required.
• Conduct telephonic outreaches for pre-screening high priority referrals that are time sensitive and self-referred potential clients of AccessHealth.
• Independently determine eligibility for AccessHealth via calculations using client financial information and the federal poverty guidelines.
• Accurately completes documentation in CareScope EMR.
• Provides alternate community resources to individuals who do not meet the qualifications for AccessHealth.
• Collects patient information for Regional Nurse On-Call and routes appropriately in EMR.
• Able to recognize keywords from callers to identify potential emergency situations and takes appropriate action in escalating the call to improve clinical outcomes.
• Appropriately follows directives as given by supervisor and/or Registered Nurse.
• Familiar with the general functionality and setup of MyChart patient portal to assist and educate patients in navigating through MyChart.
• Understanding when to escalate issues with individual MyChart accounts that require further attention from Coordinator and/or Epic team.
• Appropriately and compassionately handle family/friends regarding death notifications for a patient of Home Health or Hospice.
• Successfully notifies on-call nurse for Home Health and Hospice for patients/family members.
• Works in conjunction with the Marketing department to execute and achieve desired outcomes/goals for various CRM campaigns.
• Seize opportunities to educate callers on these various campaigns.
• Appropriately answers the Patient