Job description

Candidates MUST be within 25 miles of our office in Keller, TX.

As a Patient Engagement Representative, you will be responsible for providing excellent patient service while successfully managing large amounts of inbound and outbound calls. It is important that the candidate has strong interpersonal skills and can relate to each individual patient with care, empathy, and understanding. This will include following communication scripts, resolving problems, increasing opportunities to grow our business, and acting as a liaison between our company and its customers. In addition, you will be responsible for evaluating and collecting all documents to ensure that appropriate information has been obtained for billing purposes.

Schedule:

• Monday-Friday
• 9.30-6 or 10.30-7pm

Benefits:

• Health insurance
• Paid time off
• Dental insurance
• 401(k)
• Vision insurance
• Life insurance
• 401(k) matching
• Disability insurance
• Employee discount
• Flexible spending account
• Retirement plan
• Employee assistance program
• Health savings account
• Opportunities for advancement
• Referral program
• Professional development assistance
• Dependent health insurance coverage
• Commuter assistance
• Bereavement leave
• Other

Duties and Responsibilities:

• Knowledgeable of physical therapy offices for all specialties.
• Handling patients, referral sources, and administrative department inquiries.
• Communicating with clinics to assure warm transfer and coordination of appointment.
• Screen and route patient calls to other departments efficiently, ensuring accurate registration, appointment scheduling and follow-up appointment scheduling in database.
• Ensuring customer satisfaction and assisting them with issues/concerns related to their inquiries.
• Inform patients by explaining procedures, answering questions, and confirming pricing.
• Keep records of all conversations in our medical record database in a comprehensible way, i.e., Raintree and/or CRM Tool.
• Serving as phone backup when other employees are out due to absent staff members.
• Developing the knowledge of customer needs and trends to improve customer satisfaction and loyalty.
• Becoming educated in qualifications of multiple insurance.
• Engaging in ongoing training in patient engagement and customer service.
• Re-schedule patient appointments as required via telephone calls.
• Assist Regional Front Office Administrator to gather data, and track success rates, quality assurance in addition to other tasks related to patient engagement.
• Meets or exceeds all identified Key Performance Indicators.
• Other duties as assigned.

Required Qualifications:

• Ability to work remotely in a production-driven contact-center environment.
• Ability to work with multi-channel technologies, including telephonic, web chat, SMS, and email channels.
• Must be able to navigate multiple computer systems simultaneously accurately.
• Must have basic typing ability.
• Must have a working knowledge of Windows-based computer environment.
• Must be able to multi-task in a high-volume center.
• Strong written and verbal communication skills
• Exceptional customer service skills, including effective and efficient problem solving and analyzing skills.
• Professional and calming tone of voice with complete command of the English language free of the use of inappropriate grammar.
• Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact.
• Ability to perform essential job functions with a high degree of independence, flexibility, and creative problem-solving techniques.
• Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found.
• Ability to function effectively under the stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities.
• Attentive listening skills
• Ability to clearly articulate a response to the customer using appropriate voice modulation.

About Us:

About Our Company (www.prnpt.com):

Founded in 1991, Physical Rehabilitation Network (PRN) is a physical therapy organization headquartered in Carlsbad, California. We currently support over 200 independently owned and operated physical rehabilitation clinics across sixteen states with more than 1,800 employees.

As the leading, therapist-friendly physical rehabilitation organization in the west, our purpose is to provide our therapist partners full operational and administrative support so they can focus on what they do best deliver the highest levels of quality care and experiences for patients.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

#t3

Job Type: Full-time

Pay: Up to $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• This position pays up to 18/hr, as stated on the job description. Does that work for you?

Language:

• Spanish Fluently (Required)

Work Location: Remote

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