Patient Engagement Agent

Cone Health Medical Group; Jamestown (NC); On-site; USD 32,000 - 42,000; Full time

Job summary

Cone Health Medical Group is seeking a Patient Engagement Agent to handle first-call resolution for assigned practices within our call center. The role requires scheduling emergency and non-emergency protocols and managing inquiries for multiple departments, including pre-registration and insurance verification where applicable.

You will contact patients to remind them of appointments, relay instructions, and follow up on care questions; you will also cancel or reschedule when needed and ensure

Qualifications

• High School Diploma or equivalent is required.
• 1 year of experience in a patient-facing role or call center preferred.
• Ability to verify insurance and schedule appointments.

Responsibilities

• Answer inbound and outbound calls, directing callers and ensuring efficient handling.
• Provide the highest level of service to callers and staff.
• Identify and initiate referrals for specialist appointments, procedures and tests.
• Call patients to remind them of upcoming appointments and gather follow-up information.
• Cancel and reschedule appointments as needed.
• Open, sort and distribute mail and correspondence related to patient care.
• Organize, expedite and follow up on paperwork related to patient care.
• Schedule various types of provider appointments and communicate necessary instructions.

Skills

Call handling

Customer service

Appointment scheduling

Referral coordination

Insurance verification

Education

High School Diploma or equivalent

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.

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