Patient Engagement Associate / Outpatient Centralized Scheduling

Penn Medicine, University of Pennsylvania Health System; East Petersburg (Lancaster County); On-site; USD 36,000 - 50,000; Full time

Job summary

Penn Medicine in East Petersburg, PA is seeking a Patient Engagement Associate for our contact-center-based patient services. You will interact with patients via phone, chat, and other channels to schedule appointments, register patients, respond to campaigns, and navigate referrals.

You will work within the Centralized Scheduling team in the Outpatient domain, demonstrating empathy and a patient-centric approach while meeting productivity and service-level targets.

Qualifications

• HS Diploma or GED required.
• 1+ years of customer service, clerical, or healthcare experience preferred; 3 years preferred.
• Experience using EMR/CRM systems required.
• Must complete EPIC scheduling training/tests required.

Responsibilities

• Provide patient-centric customer service to Penn Medicine practices via phone, chat and omni-channel channels.
• Handle registration and appointment scheduling; respond to marketing campaigns and referrals.
• Navigate referrals and other clinical communications to support patient care.

Skills

Customer service

Multichannel support

EMR/CRM systems

EPIC scheduling training

Education

H.S. Diploma/GED

Associate of Arts or Science

Tools

EPIC scheduling

Job description

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Job Title: Patient Engagement Associate

Department: Outpatient domain within the Centralized Scheduling

Location: 1097 Commercial Ave, East Petersburg, PA

Hours: Days / Fulltime

Summary

• The Patient Engagement Associate is a contact center-based customer service position supporting Penn Medicine practices, affiliated physicians, and other program services. The position delivers patient-centric Customer Service to those seeking medical care from Penn Medicine. This role will engage directly with patients via phone, chat and other omni-channel platforms. Specific tasks may include registration, appointment scheduling, responding to marketing campaigns, referral navigation, and other clinical communications. The position requires superior customer service skills with a focus on productivity to satisfy the financial and operational targets of Penn Medicine. This position requires the agent to learn and execute several protocols. The Patient Engagement Associate must display human qualities of empathy, compassion, kindness, and patience. The position must exemplify Penn Medicine Core Values and exhibit solid Customer Service skills, a patient-centric attitude, a collaborative team spirit, and the ability to think critically and quickly.

Education or Equivalent Experience

• H.S. Diploma/GED (Required)
• 1+ years of customer service, clerical, or healthcare-related experience preferred. 3 years of experience preferred. Experience using EMR/CRM systems required.
• Must successfully complete/pass EPIC schedgistration training/tests required.
• Associate of Arts or Science

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.