Engagement Call Center Marketing Specialist

WHAT WE NEED Someone who can create a positive patient experience by providing outstanding customer service WHO WE ARE LOOKING FOR Exceptional quality health care doesn’t happen by luck; it happens because there is a team of professionals working together – each doing their own job to the highest standards and working together for a common goal. Our Engagement Center Specialists are an important part of this care team by addressing each patient’s individual problems and concerns. Do you have excellent follow-through skills? Would you like to work in a place that values your skills and believes that serving with faith is the best possible way to serve? We have a team of people waiting for you. WHAT YOU WILL DO Act as a liaison to the patient/customer in obtaining physician referrals and scheduling appointments through primarily inbound calls. Identify additional opportunities to serve patient and/or family members with additional referrals/appointments during interactions. Support marketing campaigns through inbound patient calls which may include scheduling appointments with provider, for screenings, education or other promotions. Liaison to patients and family members to document, respond, escalate or resolve inquiries and/or complaints. Interact with patient/customers to determine needs, schedule or cancel appointments, or refer to correct staff/provider. Document appropriately in electronic medical record and other engagement center software. Support team with daily workloads, as required. WHAT IT TAKES TO SUCCEED Prior healthcare, customer service, and/or sales experience. Understanding of administrative and clerical procedures and systems such as word processing, managing files and records and other office procedures. Knowledge of managed care requirements under Medicare/Medicaid and other third party payor programs. Understanding of patient billing processes and means of paying for care and policies and requirements of documentation, information security and record keeping. Knowledge of types of health information and the rules and regulations surrounding their use. Customer service skills. Adapt to high volume and high stress areas. Develop effective relationships with patients and other external parties. Actively listen, effectively communicate verbally and in writing as appropriate for the needs of the audience. Maintain composure, even in very difficult situations. Prioritize tasks. Show sincere interest in others

EQUAL OPPORTUNITY EMPLOYER

It is the policy of Franciscan Alliance to provide equal employment to its employees and qualified applicants for employment as otherwise required by an applicable local, state or Federal law. Franciscan Alliance reserves a Right of Conscience objection in the event local, state or Federal ordinances that violate its values and the free exercise of its religious rights. Franciscan Alliance is committed to equal employment opportunity.