Patient and Client Engagement Guide

Company :

Job Description : 

JOB SUMMARY

This work from home position collaborates with multiple departments with Highmark Inc. and Allegheny Health Network. The incumbent will work to meet or exceed core business goals and assist in improving our patient’s health, cost savings, and contribute to the increase in alignment and attribution at AHN. Playing a major role in driving overall business outcomes, patient satisfaction, cost of care and quality perspective.  Provides any other appointment scheduling assistance identified as necessary.

ESSENTIAL RESPONSIBILITIES

• Perform outbound telephonic call campaigns, and special projects with focus on scheduling appointments including those not engaged in their health care, high-risk populations, and disease specific sites.
• Assisting individuals and families in establishing care with a Primary Care Provider and gaining attribution with AHN.
• Ensure patients remain aligned with AHN by scheduling Specialty Provider or Imaging appointments.
• Receive inbound requests via various channels including but not limited to inbound calls, email and fax to assist with coordination of care.
• Assist individuals in making informed decisions by evaluating the most appropriate type of provider for the individuals’ unique needs and ensure that the patients are fully informed of the tools and resources available to them. 
• Helping individuals access, close care gaps and schedule further care as needed.
• Ensuring timely delivery and success of outreach campaigns and projects, recognizing successes and opportunities and be able to report on identified trends to management for improvement for future initiatives.
• Identifying appointment escalation needs for access by partnering with the various departments within AHN.
• Maintain a goal of 93% or greater average/yearly for Quality Assurance. 
• Participates in community and client events including those held on weekends.
• Other duties as assigned or requested.

EDUCATION

Required

• High School/GED

Substitutions

• None

Preferred

• Bachelor's degree in Business Administration/Management or Nursing

EXPERIENCE

Required

• 1 - 3 years in Customer Service or Healthcare retail sales

Preferred

• 1 year in an AHN department

• Familiarity with scheduling in the medical record, EPIC

LICENSES or CERTIFICATIONS

Required

• None

SKILLS

• Able to work effectively in high volume department

• Able to be flexible completing priorities

• Strong presentation and written communication skills

• Able to multi-task

• Customer Service

Language (Other than English):

None

Travel Requirement:

3%-5%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Work from home

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

Rarely

Lifting: up to 10 pounds

Never

Lifting: 10 to 25 pounds

Never

Lifting: 25 to 50 pounds

Never

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.  The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability. 

EEO is The Law

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