Patient Engagement Agent

Cone Health; United States; On-site; USD 32,000 - 42,000; Full time

Job summary

Cone Health Medical Group is seeking a Patient Engagement Agent to handle front-line call center duties, schedule and coordinate care with minimal supervision. You will manage inbound/outbound calls, remind patients of appointments, initiate referrals, and support appointment rescheduling and follow-up communications.

Requires a high school diploma and at least 1 year of experience in a patient-facing role.

Qualifications

• Proven communication skills for handling inbound/outbound calls.
• Ability to coordinate referrals and schedule appointments efficiently.
• Experience in reminding patients and following up on care instructions.

Responsibilities

• Answers inbound or makes outbound calls and directs callers appropriately.
• Reminds patients of upcoming appointments and relays instructions.
• Schedules various types of appointments for providers.
• Initiates referrals and assists with pre-registration and insurance verification as needed.
• Handles paperwork related to patient care and communicates follow-ups.

Skills

Phone calls

Customer service

Appointment scheduling

Referrals coordination

Appointment reminders

Follow-up communications

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