DESCRIPTION

The Engagement Center Specialist (ECS) is the first point of contact for patients and is an integral part of our practice. The ECS is the voice of the organization and a cheerful and professional demeanor is expected. The ECS typically interacts with patients before they have a visit and is responsible for scheduling and counseling them prior to their appointments.

RESPONSIBILITIES

• The ECS is one of the first points of contact and is expected to demonstrate a high level of customer service.

• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.

• Interact with customers over the phone, email, or online chat in a professional manner while providing product and service information to customers

• Build sustainable relationships and engage customers by going above and beyond to help them.

• Provide personalized customer service by responding to the needs of customers

• Communicate with customers via phone, accurately and timely schedules appointments based on provided protocols and verifies insurance when appropriate.

• Obtain and record accurate and complete demographics and payer information upon patient registration or admission to the facility.

• Responsible for routing telephone calls and facilitating communication with staff, patients, and the general public in emergent and non-emergent situations.

• Other responsibilities include verifying insurance eligibility, collecting deposit requirements, and other clerical duties.

• Position will also complete other special projects and tasks as assigned by the manager.

JOB REQUIREMENTS

• High school diploma or equivalent required.

• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.

• Proficient computer skills, specifically with Apple products.

• Basic word processing proficiency required and basic level of proficiency with Microsoft Excel (or other spreadsheet software) preferred.

• This includes the ability to generate basic memos, utilize form letters, and generate professional-appearing notices and e-mails.

• This includes the ability to create and utilize daily and monthly logs, create summary reports, insert simple formulas, and manipulate the design and appearance of worksheets.

• Previous experience with multiple phone lines preferred.

• Excellent verbal and written communication skills required in order to communicate effectively with patients, surgeons, medical office staff, visitors and other employees.

• Must demonstrate professionalism and assertiveness in requesting payments while providing exceptional customer service skills.

• Must demonstrate the ability to work both independently with minimal direction, as well as a team member.

• Must be flexible in work hours.

KEY COMPETENTICIES AND SKILLS

• Verbal and written communication skills

• Active listening skills

• Problem analysis and problem solving

• Customer service orientation

• Organizational skills

• Attention to detail

• Adaptability

• Teamwork

• Resilience

• Persuasiveness

Job Type: Full-time

Pay: $16.00 - $20.00 per hour

Benefits:

• 401(k)
• Flexible schedule
• Health insurance
• Paid time off

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Education:

• High school or equivalent (Required)

Work Location: Remote

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