Patient Engagement Agent

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

Job summary

Cone Health Medical Group in Jamestown, NC is seeking a Patient Engagement Agent to handle first-call resolution for practices within the call center. The role involves scheduling emergency and non-emergency protocols, assisting with referrals, and pre-registering patients as needed. Work hours are Monday–Friday, 8 AM–5 PM.

The position emphasizes high-quality service, efficient call handling, and accurate patient communications to support care delivery.

Qualifications

• High School Diploma or equivalent required.
• 1 year of experience required.

Responsibilities

• 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

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. 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