Patient Engagement Representative
3 weeks ago
**Who We Are**
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At Suvida Healthcare, we are not just caregivers; we're compassionate advocates dedicated to enriching the lives of our cherished seniors. As a Team Member with us, you will embark on a fulfilling journey where your skills and empathy converge to make a meaningful impact on the well-being of an underserved community and their families. Our multi-disciplinary primary care program is built to address the physical, behavioral, social, and cultural needs of Medicare-eligible Hispanic seniors.
Celebrate diversity and inclusivity in a workplace that attracts, engages, values, rewards, and recognizes the unique needs and backgrounds of both, our patients and our team. We believe that a rich tapestry of experiences, shared interests, and perspectives enhances the care we provide, making us a stronger, service-centered, and more compassionate healthcare family and Employer of Choice Will you join us _Suvidanos_, to help achieve our Higher Purpose?
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**What Makes Us Unique**
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We are an empowered primary care, clinical operations, and support team creating health equity through an exceptional clinical and consumer experience that improves the quality of life for the people, families, and neighborhoods we serve. We tailor our primary care program to the culture, language, social, and overall well-being of the seniors we serve.
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**How We Work**
- Our Culture & Core Beliefs_
- Earn Trust
- Building Relationships
- Creating Joy
- Doing Right
- Improving Every Day
- Moving Forward
**What You’ll Do**
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**Position Summary**
The role of Patient Engagement Representative demands a high degree of attention to detail and the ability to engage with senior patients, their families and care givers in a positive manner, with empathy, and patience.
The Patient Engagement Representative is an important part of the Operations Team with direct impact on the measurable quality performance of Suvida. The individual in this role must represent Suvida, its purpose and vision in all interactions.
All activities must be in compliance with HIPAA, and other regulations, as appropriate. Essential responsibilities include but are not limited to:
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**Responsibilities**
- Telephonic patient outreach to new and established patients
- Collect or update demographic and insurance information; verify insurance
- Schedule appointments
- Accurate and complete documentation in the appropriate system(s) in accordance with all policies and procedures.
- Inbound calls to process PCP change requests, answer inquiries from new patients, and schedule new patient appointments to establish care with Suvida
- Outbound calls to payor member services to facilitate PCP changes
- Assist during special events where patients may wish to register and/or schedule appointments
- Serve as additional support to the general inbound Contact Center Queue as needed
- Take ownership of all patient issues and partner with other departments as needed when a particular need falls outside the PER scope
- Maintain HIPAA compliance in all interactions at all times
- Participate in mandatory training
- Proactively partner with leadership to identify improvement opportunities for protocols.
- Perform other duties and responsibilities as assigned.
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**What You’ll Bring**
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**Knowledge, Skills, and Abilities**
- Fluent oral Spanish and English skills
- Strong reading and writing English skills
- Excellent interpersonal skills with a service attitude
- Soft selling skills required to encourage reluctant patients to schedule medically necessary appointments and examinations
- Highly organized and detail oriented
- Ability to de-escalate stressful situations with potentially difficult personalities
- Team player with strong personal accountability and sense of urgency
- Effective problem-solving skills
- Ability to work independently and maintain excellence in service
- Proficient with Microsoft Office Suite
- Prior experience with Sharepoint and Elation EMR are preferred, but not required
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**Education, Experience, Licensure, or Certification Requirements**
- High School Diploma or equivalent
- Associate’s Degree or equivalent preferred
- 6+ months’ experience in the Patient Access Representative Role with a performance rating of ‘3’ or better for the most recent 3 consecutive months OR
- 1+ years’ customer service or patient service experience
- 1+ years’ experience front-line Contact Center, Healthcare preferred
- 6+ months’ experience scheduling appointment via an Electronic Medical Record system preferred
- Suvida Healthcare provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type _with _regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws._
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