Job Description Summary

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Patient Engagement Specialist I supports patient access by performing routine scheduling, call handling, information verification, message routing, and documentation tasks in a centralized or practice-based patient engagement setting. Assists with appointment scheduling, patient inquiries, demographic updates, insurance information capture, care team message routing, and patient communication under established procedures. Supports accurate patient service and timely access by following approved scripts, workflows, and escalation guidelines.

Patient Engagement Specialist I works under close supervision on clearly defined tasks within established parameters. Decisions are limited in scope and impact own work products. Builds foundational knowledge of patient engagement, scheduling workflows, patient communication standards, electronic medical record documentation, and service procedures through structured assignments with frequent guidance from more experienced team members.

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How will you make an impact & Requirements

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KEY RESPONSIBILITIES

·         Answer incoming patient calls, messages, or requests using approved scripts, workflows, and service standards.

·         Schedule, cancel, and reschedule appointments according to provider templates, visit type guidelines, and site-specific scheduling rules.

·         Verify patient demographic information, insurance details, contact information, and appointment needs in scheduling and electronic medical record systems.

·         Route clinical questions, medication requests, urgent symptoms, and care team messages to the appropriate licensed clinical staff or operational queue.

·         Provide routine information to patients regarding appointment preparation, arrival instructions, documentation needs, and standard access processes.

·         Document call outcomes, scheduling actions, message routing, and patient communication accurately in designated systems.

·         Escalate complex patient concerns, scheduling exceptions, system issues, or service barriers to more experienced staff or leadership.

 

QUALIFICATIONS

·         High school diploma or GED required; 0-1 year of customer service, call center, healthcare administrative support, patient access, or patient engagement experience.

·         Basic knowledge of customer service practices, appointment scheduling, data entry, and patient communication standards.

·         Experience using phone systems, scheduling platforms, electronic medical record systems, or customer relationship management tools preferred.

·         Ability to follow scripts, procedures, call handling standards, and escalation guidelines with close guidance.

·         Strong verbal communication, listening, accuracy, and service orientation.

Ability to protect confidential information and follow HIPAA, privacy, and information security requirements.

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Compensation Range:

$18.00

to

$32.40

 

The anticipated base salary range represents the Company's good-faith estimate of the compensation it reasonably expects to pay for this position at the time of posting. Actual compensation will be determined based on factors including experience, skills, qualifications, geographic location, internal equity, and business needs.