Customer Engagement Representative
3 weeks ago
Position Purpose
This position represents the front door of the organization to ensure healthcare is received timely with an exceptional customer experience. This position will act as a liaison, primarily a patient advocate, between Renown, Hometown Health, its customers, and community members by processing requests, complaints, concerns, providing education in utilizing the resources and services of the organization resulting in “first call resolution”. The successful Customer Engagement Representative is responsible for going above and beyond to provide an excellent experience in a professional, expedient, and proficient manner. This position serves as the voice of the customer and will engage with peers, office staff, and leaders to resolve or escalate questions and concerns. This is a personally fulfilling role as it provides the opportunity to make a genuine difference in each life that is touched.
Nature and Scope
This position is responsible for working in a fast-paced environment using several modes of communication including face-to-face, video conferencing, telephone, chat, messaging, and email. Representative must be able to master systems and technology associated with the role and be comfortable working efficiently while multitasking. A representative must have excellent interpersonal skills to understand customer inquiries or complaints and manage through potential difficult conversations. Representative must maintain this level of service while working with complex situations and high volumes. Representatives will act as the voice of the customer, advocating on their behalf to ensure they receive best in class service by proactively identifying and escalating priority issues, de-escalating when appropriate, and going above and beyond to meet customer needs. They must be able to learn quickly so they can acquire the service and product knowledge to answer customers’ questions accurately. Their work must be concise and accurate. They must have good knowledge of telephone and computer systems so they can use engagement center systems efficiently. This will be done in a consistently service-oriented manner to provide the highest level of satisfaction. The representative makes no medical necessity decisions.
Representatives must aim to deal with customer’s inquiries and requests on the first call and be willing to be flexible to meet the customers’ needs. Concise and accurate documentation in systems of record are required using correct grammar and complete sentences.
The Engagement Center remote shifts occur on a set schedule. Representatives are expected to be available for the entirety of their shift and work in a quiet private place that upholds HIPPA standards. Representative must be willing to work at the times needed to provide service to meet customer needs. Some positions include evening, night, weekend, and holiday hours.
Incumbent will provide a variety of services to customers. These can include, but are not limited to:
- Provide excellent service utilizing basic knowledge of all services supported for Hometown and Renown Health.
- Follow established standard policies and procedures to complete pertinent tasks, meet customer needs, and work for one call resolution.
- Answering and routing of high volume of inbound/outbound interactions through multiple channels and computer software systems. Communicating with customers to resolve inquiries using various platforms.
- Coordinating healthcare services including appointment scheduling, updating patient records, obtaining authorizations, communicating with care teams, arranging transportation, paging on-call physicians, escalating patient concerns, general compliant and grievance resolution, basic navigation of the healthcare system, providing technical support, and payment collection.
- Provide appropriate responses to its customers and consumers regarding Plan benefits to include, but not limited to eligibility, benefit quoting, provider network, referral and authorization process, claims payment, as well as policies and procedures.
- Work effectively with professionals across the health system including providers, social workers, case managers, nurses, medical assistants, patient access representatives, insurance companies, and other third parties.
- Handle inquiries related to compliance and regulatory auditing.
- Information intake and analysis to determine appropriate level of care and priority.
- Scheduling of advanced modalities or highly specialized appointments for consultations, exams, and procedures.
- Coordinate with appropriate care team (internal & external) to ensure seamless patient experience and timely resolution of all patient needs.
- Perform service recovery to retain positive customer relationships and utilization of the health system to retain and promote customer loyalty.
- Utilize judgement and discretion to complete pertinent tasks, meet customer needs, and work for one call resolution. Be able to use critical thinking and creative solutions when established policies and procedures fail.
- Able to work through and resolve complex claims and payment processes.
- Role model of professionalism and supports a culture of patient centeredness and just culture, “see something, say something”.
- Provides support to team members as necessary to assist with education, training, and escalated calls.
Performs other duties as required as well to meet and exceed performance goals to ensure all departmental & organizational goals are achieved.
Disclaimer
The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.
Minimum Qualifications
Education:
Must have working-level knowledge of the English language, including reading, writing and speaking English. A college degree or equivalent experience is preferred but not required.
Experience:
Successful completion of Customer Engagement Representative 1 OR 2-3 years of experience in customer service, healthcare, or health insurance with demonstrated competence within 90 days of hire. Required to have strong customer services skills. Ability to speak Spanish desired.
License(s):
None
Certification(s):
Certified Medical Insurance Specialist Preferred
Computer / Typing:
Must be proficient with Microsoft Office Suite, including Outlook, PowerPoint, Excel, Teams, and Word and have the ability to use the computer to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc. Ability to type an average of 40 WPM. Experience with electronic medical record systems is a plus.
-
Customer Engagement Representative
3 days ago
Reno, Nevada, United States Floor & Decor Full time**Job Role**We are seeking a Customer Engagement Representative to join our team. As a Customer Engagement Representative, you will be responsible for engaging with customers, providing product information, and supporting sales efforts.**Main Responsibilities:**Acknowledge and greet customers with a positive attitudeHelp customers find merchandise on the...
-
Customer Engagement Representative
3 days ago
Reno, Nevada, United States Jared Full timeAbout UsAt Jared, we are dedicated to providing our customers with an exceptional shopping experience. Our sales associates are passionate about delivering personalized service and helping customers find the perfect jewelry piece.The Ideal CandidateWe are looking for a highly motivated and results-driven sales associate who can provide exceptional customer...
-
Customer Service Representative
2 weeks ago
Reno, Nevada, United States Domino's Pizza LLC Full timeDomino's Pizza LLC: Customer Service RepresentativeWe are currently seeking a dedicated individual to join our team as a Customer Service Representative at Domino's Pizza LLC in Reno, NV.The estimated salary for this position is $12-$15 per hour, based on industry standards for Customer Service Representatives in Reno, NV.About the Role:This role...
-
Customer Service Representative
3 days ago
Reno, Nevada, United States Domino's Pizza LLC Full time**About Domino's**We are seeking a Customer Service Representative to join our team at Domino's Pizza LLC.As a key member of our staff, you will be responsible for providing exceptional customer service and creating a positive experience for our guests.**Responsibilities**• Greet customers and provide them with a friendly, engaging experience• Take...
-
Sales Representative
3 days ago
Reno, Nevada, United States Targeted Talent Full timeAbout the RoleThe Territory Sales Manager will be responsible for building and maintaining relationships with existing and new customers, identifying business opportunities, and driving revenue growth. The ideal candidate will have a proven track record of success in sales, excellent communication and interpersonal skills, and the ability to work...
-
Customer Service Representative
3 days ago
Reno, Nevada, United States Torrid Full timeJob Opportunity: Customer Service RepresentativeWe are seeking a Customer Service Representative to join our team at Torrid in Meadowood Mall. As a Customer Service Representative, you will be the face of our brand, providing an exceptional shopping experience to our customers, and ensuring they feel valued and respected.You will be responsible for...
-
Customer Service Representative
3 months ago
Reno, United States USA Fleet Solutions Full timeCompany Description USA Fleet Solutions, founded in 2006, is a national company based in Reno, Nevada, that provides remote engine diagnostics and GPS tracking systems to small businesses and large government fleets across the United States. As a Geotab reseller our mission is to deliver quantifiable savings in fuel, productivity, and vehicle maintenance...
-
Customer Service Representative
3 months ago
Reno, United States USA Fleet Solutions Full timeCompany Description USA Fleet Solutions, founded in 2006, is a national company based in Reno, Nevada, that provides remote engine diagnostics and GPS tracking systems to small businesses and large government fleets across the United States. As a Geotab reseller our mission is to deliver quantifiable savings in fuel, productivity, and vehicle maintenance...
-
Customer Service Representative
3 days ago
Reno, Nevada, United States Wal-Mart Stores , Inc. Full timeAbout the JobWe are looking for a skilled Customer Service Representative to join our team at Walmart. As a Customer Service Representative, you will be responsible for providing top-notch customer service, resolving customer complaints, and promoting a positive shopping experience.Key ResponsibilitiesRespond to customer inquiries, resolve complaints, and...
-
Customer Service Representative
3 days ago
Reno, Nevada, United States Domino's Pizza LLC Full timeJob SummaryWe are seeking a highly motivated and customer-focused individual to join our Domino's Pizza team as a Customer Service Representative. This role is responsible for providing exceptional customer service, taking orders, and maintaining the front of the store.About the RoleAs a Customer Service Representative at Domino's, you will be the first...
-
Customer Service Representative
2 months ago
reno, United States USA Fleet Solutions Full timeCompany DescriptionUSA Fleet Solutions, founded in 2006, is a national company based in Reno, Nevada, that provides remote engine diagnostics and GPS tracking systems to small businesses and large government fleets across the United States. As a Geotab reseller our mission is to deliver quantifiable savings in fuel, productivity, and vehicle maintenance...
-
Customer Service Representative
3 months ago
Reno, United States USA Fleet Solutions Full timeCompany DescriptionUSA Fleet Solutions, founded in 2006, is a national company based in Reno, Nevada, that provides remote engine diagnostics and GPS tracking systems to small businesses and large government fleets across the United States. As a Geotab reseller our mission is to deliver quantifiable savings in fuel, productivity, and vehicle maintenance...
-
Customer Service Representative
3 months ago
Reno, United States USA Fleet Solutions Full timeCompany DescriptionUSA Fleet Solutions, founded in 2006, is a national company based in Reno, Nevada, that provides remote engine diagnostics and GPS tracking systems to small businesses and large government fleets across the United States. As a Geotab reseller our mission is to deliver quantifiable savings in fuel, productivity, and vehicle maintenance...
-
Customer Experience Representative
2 weeks ago
Reno, Nevada, United States AT&T Full timeBecome a Customer Experience Representative and Make a Difference at AT&TWe're on the hunt for a highly motivated and customer-focused individual to join our retail sales team in Reno, NV. As a Customer Experience Representative, you'll be the face of our brand, delivering exceptional customer experiences and driving sales growth.**Key...
-
Customer Experience Representative
3 days ago
Reno, Nevada, United States Big 5 Full timeAbout UsBig 5 is a leading retailer of sporting goods and outdoor gear. We are committed to providing our customers with an exceptional shopping experience and strive to create a fun and dynamic work environment.Job SummaryWe are seeking a highly motivated and customer-focused Customer Experience Representative to join our team at Big 5. As a Customer...
-
Customer Service Representative
3 days ago
Reno, Nevada, United States Domino's Pizza LLC Full timeJob Title: Customer Service RepresentativeAbout the Job:We are seeking a friendly and efficient Customer Service Representative to join our team at Domino's Pizza LLC in Reno, NV. As a key member of our front-of-house staff, you will play a vital role in providing an exceptional customer experience.Duties and Responsibilities:Greet customers warmly and...
-
Customer Service Representative
3 days ago
Reno, Nevada, United States AYR Wellness Full timeJob Summary:A Customer Service Representative at AYR Wellness is responsible for providing a positive and welcoming experience for patients and customers in our dispensaries. This includes greeting and interacting with them, validating identification, and processing transactions. The ideal candidate will have strong customer service skills, a great attitude,...
-
Customer Engagement Specialist
4 weeks ago
Reno, Nevada, United States Bob's Discount Furniture Full timeCompany Overview: Bob's Discount Furniture is a leading home furnishings retailer dedicated to providing customers with an unforgettable shopping experience.">Job SummaryWe are seeking a highly skilled Customer Engagement Specialist to join our team. As a key member of our sales team, you will be responsible for delivering exceptional customer service and...
-
Customer Service Representative
4 weeks ago
Reno, Nevada, United States Emser Tile Full timeJob OverviewWe are seeking a highly skilled Customer Service Representative to join our team at Emser Tile. As a key member of our sales and operations team, you will be responsible for providing exceptional customer service, resolving issues promptly, and ensuring a positive experience for our customers.
-
Customer Service Representative
3 days ago
Reno, Nevada, United States Caesars Entertainment Full timeCompany Overview:Caesars Entertainment is a world-renowned entertainment company that offers an exciting and rewarding work environment. Our team members are passionate about providing exceptional customer experiences, and we're seeking a motivated individual to join our team as a Customer Service Representative. Estimated Salary: $25,000 - $35,000 per year...