Remote Patient Experience & Engagement Specialist

Renown Health; Reno (NV); Hybrid; USD 42,000 - 52,000; Full time

Job summary

Renown Health’s Engagement Center seeks a Customer Engagement Representative to serve as the front door of the organization, delivering timely health care access with an exceptional customer experience.

The role acts as a patient advocate, handling inquiries, requests, and complaints across channels, maintaining HIPAA-compliant practices and aiming for first-call resolution. A focus on teamwork and quick learning of systems is essential.

Qualifications

• Working-level knowledge of the English language, including reading, writing and speaking English (college degree preferred).
• Experience in customer service, healthcare, or health insurance with competence within 90 days of hire.
• Spanish language ability is desirable.
• Certified Medical Insurance Specialist preferred.

Responsibilities

• Provide excellent service across multiple channels to resolve inquiries and route as needed.
• Coordinate scheduling, updating patient records, obtaining authorizations, and communicating with care teams.
• Escalate issues and advocate for patients to ensure timely resolution and best care experience.
• Document interactions accurately in systems of record using correct grammar and complete sentences.
• Support team education, training, and provide escalated calls when required.
• Perform other duties to meet and exceed performance goals.

Skills

Customer service

English proficiency

Communication skills

Spanish language (desirable)

Education

College degree or equivalent experience

Tools

Microsoft Office Suite

EMR systems

Typing 40 WPM

Job description

Renown Health’s Engagement Center seeks a Customer Engagement Representative to serve as the front door of the organization, delivering timely health care access with an exceptional customer experience.

The role acts as a patient advocate, handling inquiries, requests, and complaints across channels, maintaining HIPAA-compliant practices and aiming for first-call resolution. A focus on teamwork and quick learning of systems is essential.