Bilingual Patient Engagement Representative-Remote

Tenet Call Center Ops; Frisco (TX); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading healthcare company is seeking a Bilingual Patient Engagement Representative to enhance patient experience through effective communication and support. This remote role involves managing patient inquiries, providing referrals, and ensuring compliance with healthcare protocols. Ideal candidates will have strong customer service skills and the ability to work in a fast-paced environment.

Benefits

Health insurance

Paid time off

401k

Holidays

Voluntary benefits

Qualifications

• Required: High school diploma or GED.
• Required: Telephone/call center experience and customer service skills.
• Preferred: Two years of college and healthcare experience.

Responsibilities

• Provide inbound support for patient acquisition and retention.
• Answer inquiries promptly and determine eligibility for care.
• Manage patient complaints and support outbound initiatives.

Skills

Communication skills

Problem-solving

Customer service orientation

Attentive listening

Flexibility

Education

High school diploma or GED

Two years of college (preferred)

Job description

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Job Summary

The Patient Engagement Representative is responsible for creating a positive patient experience by accurately and efficiently handling day-to-day operations. This includes contact center support for patient acquisition and retention strategies related to hospital services and community support, utilizing multi-channel communications such as inbound/outbound calls, webchats, email, and SMS messaging. The individual should develop a thorough understanding of the functions involved, adhering to department policies and procedures.

Essential Duties And Responsibilities

1. Provide inbound support for patient acquisition and retention via telephonic, email, and web chats, ensuring positive engagement and accurate information dissemination.
2. Answer inquiries promptly, following designated scripts and protocols, and accurately determine eligibility for care coordination and service line navigation.
3. Provide physician referrals according to Stark Law, including proper documentation and disclaimer use.
4. Assist with event details, registration, and processing payments electronically in a compliant manner.
5. Handle payor contract negotiations, data breach calls, and escalate issues as needed.
6. Navigate multiple systems to resolve requests efficiently and document interactions thoroughly.
7. Manage patient complaints with professionalism, following escalation protocols, and maintain quality standards.
8. Support outbound initiatives such as appointment reminders, targeted outreach, and campaign communications, including SMS content creation.
9. Contact provider offices to validate referral information and update records accordingly.
10. Additional duties as assigned to support team objectives.

Knowledge, Skills, Abilities

• Ability to work remotely in a high-volume contact center environment.
• Proficiency with multi-channel technologies and navigating multiple computer systems accurately.
• Strong communication skills, including professional tone and effective problem-solving.
• Customer service orientation with the ability to de-escalate and handle stressful situations.
• Attentive listening and clear articulation skills.
• Independence, flexibility, and creative problem-solving capabilities.

Education / Experience

• Required: High school diploma or GED
• Required: Telephone/call center experience and customer service skills
• Preferred: Two years of college and healthcare experience

Physical Demands

Must be able to sit for extended periods, use a computer, and answer telephones.

Work Environment

Remote position requiring flexibility to work weekends and holidays as needed.

Compensation & Benefits

• Pay: $13.40 - $20.00/hour, based on experience and location.
• Benefits include health insurance, paid time off, 401k, holidays, and voluntary benefits.

Join a company dedicated to healthcare excellence and community service. Apply now to be part of our team!