Patient Engagement Representative Associate (PRN)

King's Daughters; Ashland, Northern (KY, KY); Hybrid; USD 32,000 - 40,000; Full time

Job summary

UK King's Daughters is seeking an entry-level support specialist for our enterprise contact center in Ashland, KY. You will assist with appointment scheduling, handle routine inquiries, and ensure accurate patient data under HIPAA guidelines.

With 0-2 years in healthcare or related roles, you will work with supervisors to resolve basic issues and contribute to a positive patient experience. This position is on-site at our Ashland location.

Qualifications

• Respond to routine patient inquiries via phone, email, or electronic systems using established scripts.
• Verify patient demographics and basic insurance information for accuracy.
• Complete initial registration steps in electronic systems.
• Transcribe referrals received by fax and collaborate with referring providers to verify diagnosis and demographic information.
• Provide patients with general information regarding services, policies, and procedures.
• Escalate complex inquiries or issues to senior representatives or supervisors.
• Maintain accuracy and confidentiality of patient information in compliance with HIPAA.
• Document patient interactions in contact center systems.
• Meet entry-level productivity and quality standards for contact center operations.

Responsibilities

• Responds to routine patient inquiries via phone, email, or electronic systems using established scripts.
• Schedules standard appointments and procedures based on protocols.
• Verifies patient demographics and basic insurance information for accuracy.
• Completes initial registration steps in electronic systems.
• Transcribes referrals received by fax and collaborates with referring providers to verify diagnosis and demographic information.
• Provides patients with general information regarding services, policies, and procedures.
• Escalates complex inquiries or issues to senior representatives or supervisors.
• Maintains accuracy and confidentiality of patient information in compliance with HIPAA.
• Documents patient interactions in contact center systems.

Skills

Customer service

Communication skills

HIPAA compliance

Education

High School Diploma or Equivalent

Job description

At UK King's Daughters, we’re not just a healthcare facility - we’re a family of dedicated professionals who share a passion for making a meaningful difference in the lives of our patients. We’re more than just a place to work; we’re a place to grow, thrive, and contribute to our community.

Job Description: Job Summary Responsible for providing entry-level support in the enterprise contact center to ensure accurate, timely, and professional service. Aids with appointment scheduling and routine inquiries under established procedures. Ensures compliance with organizational policies, payer requirements, and confidentiality standards. Coordinates with team members and supervisors to resolve basic issues and contribute to a positive patient experience.

Essential Functions

• Responds to routine patient inquiries via phone, email, or electronic systems using established scripts.
• Schedules standard appointments and procedures based on protocols.
• Verifies patient demographics and basic insurance information for accuracy.
• Completes initial registration steps in electronic systems.
• Transcribes referrals received by fax and collaborates with referring providers to verify diagnosis and demographic information.
• Provides patients with general information regarding services, policies, and procedures.
• Escalates complex inquiries or issues to senior representatives or supervisors.
• Maintains accuracy and confidentiality of patient information in compliance with HIPAA.
• Documents patient interactions in contact center systems.
• Meets entry-level productivity and quality standards for contact center operations.
• Performs other duties as assigned.

Education Requirement

High school diploma or equivalent

Experience Requirement

0-2 years of experience in medical coding, health information management, or related healthcare role An equivalent combination of education and experience may be considered. All experience must be paid and in the same related field. Part-time and PRN experience will be prorated based on hours worked per week. Volunteer work and internships for academic credit are not counted.

Certifications & Licensures

N/A

Working Conditions

• A. Lifting, pushing, and/or pulling objects up to 50lbs:2. Occasional (< 10% of the time)
• B. Lifting, pushing, and/or pulling objects over 50lbs:1. Never
• C. Standing or walking with objects up to 10lbs:3. Intermittent (10% - 50% of the time)
• D. Standing or walking with objects up to 25lbs:2. Occasional (< 10% of the time)
• E. Sitting at the computer workstation for extended periods:3. Intermittent (10% - 50% of the time)
• F. Risk of back injury from moving, lifting or positioning patients, equipment, or materials:2. Occasional (< 10% of the time)
• G. Repetitive motion:3. Intermittent (10% - 50% of the time)
• H. Working at heights above 4 feet:1. Never
• I. Working in confined spaces:1. Never
• J. Risk of injuries from use of equipment on the job:2. Occasional (< 10% of the time)
• K. Job-related travel:2. Occasional (< 10% of the time)
• L. Loud noises:1. Never
• M. Temperature extremes:1. Never
• N. Hazardous chemicals and fumes including waste:2. Occasional (< 10% of the time)
• O. Radiation:1. Never
• P. Burns:1. Never
• Q. Cuts/Punctures:2. Occasional (< 10% of the time)
• R. Bloodborne/airborne pathogens:2. Occasional (< 10% of the time)
• S. Recombinant DNA or viral vectors:1. Never
• T. Combative/violent people:1. Never
• U. Animal handling (including carcasses):1. Never
• V. Please specify other(s) and amount of exposure (i.e. Occasional, Intermittent or Regular): N/A

Physical Demands

This position requires intermittent sitting at a computer workstation for extended periods of time; performing tasks with repetitive motions (such as typing); intermittent standing or walking with objects weighing up to 10 pounds; occasional standing or walking with objects weighing up to 25 pounds; and occasional lifting, pushing, or pulling objects weighing up to 50 pounds.

Department: Access Center Shift: Flex (United States of America) Address: 2000 Ashland Drive City, State: Ashland, Kentucky

Our growth is creating opportunities! Our team is expanding, and we want to hire the most talented people we can. Continued success depends on it! Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful.