To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties. This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at the company’s discretion.

Education Required - Bachelor’s degree. Preferred - Bachelor’s degree in healthcare, hospitality, communications, public health or related field.

Work Experience Required - 3 years of experience in a customer service related-role. Preferred - 5 years of experience in a customer service related-role in a health care setting.

Knowledge Skills and Abilities (KSAs)

• Ability to maintain the confidentiality of patient and personnel-related information and exhibit a high degree of professional excellence characterized by sound independent judgment, reliability, initiative, flexibility and a high standard of ethics.
• Proficiency in using computers, software, and web-based applications, as well as the ability to provide efficient communication through digital platforms.
• Effective verbal and written communication skills and ability to present information clearly and professionally.
• Analytical skills and ability to be self-directed and work independently.
• Good organizational and time management skills and ability to work in a fast pace environment and prioritize competing tasks and demands.
• Superior interpersonal, conflict resolution, and customer service skills and ability to quickly and effectively build rapport with patients over the phone.
• Excellent leadership and team building skills and ability to coach, mentor, cross-train and assist team members.

Job Duties

• Assists with interviewing potential candidates and precepting new hires.
• Leads department projects including (but not limited to) performance improvement initiatives, development (and delivery) of presentations, training, and preparing of education material.
• Represents the department at company and community events.
• Serves as primary resource for day-to-day operations and employee relations for Patient Engagement team.
• Serves as timekeeper for the department & maintain schedules.
• Leads employee evaluations including annual review and/or any ongoing metric assessments.
• Oversees, implements, and performs concierge services to link digital medicine patients to appropriate resources.
• Oversees, implements, and performs digital medicine intake process (includes supporting patients throughout all steps of the process from general inquiry to scheduling to welcome call & care team assignments).
• Performs other related duties as required. The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time. Remains knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations and standards. This employer maintains and complies with its Compliance & Privacy Program and Standards of Conduct, including the immediate reporting of any known or suspected unethical or questionable behaviors or conduct; patient/employee safety, patient privacy, and/or other compliance-related concerns. The employer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.