About the role
WHO WE ARE
NeueHealth is a value-driven healthcare company grounded in the belief that all health consumers are entitled to high-quality, coordinated care. By uniquely aligning the interests of health consumers, providers, and payors, we help to make healthcare accessible and affordable to all populations across the ACA Marketplace, Medicare, and Medicaid.
NeueHealth delivers clinical care to health consumers through our owned clinics – Centrum Health and Premier Medical – as well as unique partnerships with affiliated providers across the country. We also enable providers to succeed in performance-based arrangements through a suite of technology and services scaled centrally and deployed locally. Through our value-driven, consumer-centric approach, we are committed to transforming healthcare and creating a better care experience for all.
JOB SUMMARY
The Member Services / Patient Engagement Specialists are the liaisons between our company and our patients. The Patient Engagement Specialists aim to accept ownership for effectively solving issues, complaints, and inquiries from our patients in an empathetic manner. Customer satisfaction is at the core of every decision and behavior on our team.
DUTIES & RESPONSIBILITIES
The Member Services / Patient Engagement Specialist job description is intended to point out major responsibilities within the role, but it is not limited to these items.
- Manage large amounts of inbound and outbound calls promptly.
- Follow communication “scripts” when handling different topics.
- Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
- Build sustainable relationships and engage patients by taking the extra mile.
- Keep records of all conversations in our call center database in a comprehensible way
- Frequently attend educational seminars to improve knowledge and performance level.
- Meet personal/team qualitative and quantitative targets.
- Projects as assigned.
EDUCATION AND PROFESSIONAL EXPERIENCE
- High school degree
- Bilingual in English and Spanish is preferred.
- Previous experience in a customer support role; healthcare setting is preferred.
PROFESSIONAL COMPETENCIES
- Strong phone and verbal communication skills along with active listening.
- Familiarity with CRM systems and practices
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities, and manage time effectively.
As an Equal Opportunity Employer, we welcome and employ a diverse employee group committed to meeting the needs of NeueHealth, our consumers, and the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.