Patient Engagement Agent

Cone Health; Jamestown (NC); On-site; USD 21,000 - 28,000; Full time

Job summary

Cone Health in Jamestown, NC is seeking a Patient Engagement Agent to handle first call resolution for practices within our call center. You will schedule emergencies and non-emergency protocols, verify insurance when needed, and assist with referrals and patient communications.

The role requires strong communication, organization, and the ability to manage multiple tasks in a fast-paced health system environment. Monday–Friday, 8 AM–5 PM, on-site position.

Qualifications

• High School Diploma or equivalent.
• 1 year of experience in a patient-facing call center or similar role.
• Strong communication and organizational skills.

Responsibilities

• Answers inbound/outbound calls and directs callers efficiently.
• Provides high level of service to callers and staff.
• Initiates referrals for specialists, procedures and tests as needed.
• Contacts patients to remind about appointments and relay instructions.
• Cancels/reschedules appointments and manages related paperwork.

Skills

Call handling

Customer service

Referral coordination

Multitasking

Telephone support

Education

High School Diploma

Job description

The Patient Engagement Agent assists with handling all first call resolution for practices assigned to the call center. Working under minimal supervision, this role is responsible for scheduling emergency and non-emergency protocols of the various departments served, as well as managing community calls for any inquiry to the health system. For procedures, this position may pre-register the patient, verifying insurance, and assist with making referrals. The schedule for this position is Monday - Friday, 8AM - 5PM.

Essential Job Function

• Answers all inbound and/or places outbound telephone calls as assigned and appropriately directs callers and ensures all calls are handled efficiently and in a timely manner.


• Consistently exhibits the highest level of service to all callers and fellow staff.


• Assists with identifying and initiating necessary referrals for specialist appointments, procedures and tests.


• Contacts patients by phone to remind them of upcoming appointments, relay instructions and/or to ask follow-up care questions as needed.


• Cancels and reschedules appointments as needed.


• Opens, sorts and distributes all types of mail and correspondence as is necessary and assigned.


• Organizes, expedites and follows-up on any paperwork related to patient care.


• Schedules various types of appointments for providers and communicates any necessary instructions to the patient.


• Takes requests for refills, labs and test results, if required.


• Assists with patient call backs as is appropriate.


• Performs other duties as assigned.

Education

• Required: High School Diploma or equivalent.

Experience

• Required: 1 year.