Patient Engagement Specialist

Many times, they are the first point of contact for patients and MCR, so their customer service skills must be exemplary to support MCRs Customer Service Vision. This role must also be able to demonstrate proficiency in all MCR electronic health record (EHR) software systems, site schedules, and services offered.

POSITION SUMMARY: The Patient Engagement Specialist is a key member of the MCR Health team. Many times, they are the first point of contact for patients and MCR, so their customer service skills must be exemplary to support MCRs Customer Service Vision. This role along with the Pt Services Representative role are the foundation and first step of the revenue cycle and patient safety. This role must also be able to demonstrate proficiency in all MCR electronic health record (EHR) software systems, site schedules, and services offered. JOB ESSENTIAL DUTIES: Provides friendly, courteous and professional service at all times to all patients, visitors, co-workers, and leaders (Deliver an Exceptional Experience to Everyone, Every Time) Demonstrates proficiency in each electronic health record (EHR) software system that MCR utilizes Demonstrates clear understanding of all MCR sites scheduling templates, appointment types, and appointment override criteria Schedules, reschedules, and cancels patient appointments when patients contact MCR Consistently requests and uses 2 patient identifiers when interacting with patients and their medical records Demonstrates working knowledge of eligibility requirements and connects patients with appropriate MCR resources when needed Documents all patient calls accurately and routes any EHR case notes to the appropriate MCR staff and/or departments as required Demonstrates an excellent understanding of telephone usage and the operation of Pt Engagement Call Center telephone system Obtains, verifies, and/or updates demographics and insurance information in the EMR Answers in-coming telephone calls within three (3) rings and accurately directs and/or assists the caller Provides Warm Transfer when connecting patient with other MCR staff Calls patients to schedule advanced and same day appointments and accurately enters new or follow-up information into the EMR Explains services and operating hours; and is knowledgeable about services offered by MCR Health Accurately explains and assists patients to complete eligibility forms for reduced fees (aka slide scale) based on the most current guidelines Completes patient screening and verifies eligibility & authorizations for specific patient populations (e.g., OB patients for Presumptive Eligibility for Pregnant Women (PEPW)) Informs and guides patients to appropriate resources (e.g., Care Coordination, Financial Counseling, etc...) Clearly articulates payment requirements with patient; Informs patients of deductibles, out-of- pocket expenses, co-payments, prior balances, and percentage payables to facilitate cash collections for identified services Collects co-pays electronically from patients during scheduling and insurance verification Communicates, collaborates, and coordinates with the Insurance, Billing, and Care Coordination Departments along with Financial Counselors as needed to meet patient needs Protects medical records and other health information from loss, destruction or unauthorized use or access Maintains an open line of communication with leadership team on the status of MCR operations and key performance indicators as it relates to areas of assigned responsibility Obtains and maintains any identified certifications Promotes the concept of Deliver an Exceptional Experience to Everyone, Every Time Completes day-to-day tasks to assure smooth operation of MCR Supports the mission and vision of MCR Health Adheres to all MCR policies, procedures, and standards Performs other duties as assigned SKILLS, KNOWLEDGE & ABILITIES: Outstanding and empathetic customer service skills Customer service focus to impact the patient experience Ability to connect with patients/others and help them feel at ease Ability to effectively interact with customers, staff, and others even in stressful situations Ability to maintain confidences and demonstrate discretion to protect patient information Ability to perform well in a fast-paced environment Must be flexible, resourceful, and able to troubleshoot Must maintain a professional demeanor and appearance at all time Excellent listening and interpersonal skills Excellent oral and written communication Ability to demonstrate critical thinking and attention to detail Ability to receive and act upon feedback in a calm, professional manner Ability to multi-task and prioritize tasks, projects, and demands Ability to work collaboratively with others Comfortable and adept with technology