Intel is looking for a Patient Engagement Partner to join our Access Center. This part-time, evening/weekends position is critical to delivering an exceptional patient experience. You will be the first point of contact, ensuring patients receive timely support and scheduling as you partner with our clinical teams. The role is fully remote and requires residency in Pennsylvania or New Jersey.
What You'll Do
- Answer incoming calls in a fast-paced, high-volume Access Center environment to schedule, reschedule, or cancel appointments within established protocols.
- Use expert questioning techniques to determine how to handle requests, whether to schedule, refer to a clinic, or escalate to a nurse for immediate attention.
- Verify and update patient demographic and insurance information accurately.
- Create a positive patient experience at every encounter, resolving issues within the scope of the role.
- Manage and work referral queues when assigned and provide supplemental inbound call support during high-volume periods.
- Actively participate as a team member in problem resolution and escalate scheduling or insurance issues to the Patient Engagement Supervisor or Manager.
- Consistently meet productivity, schedule adherence, and quality standards.
- Work with designated clinical partners to maintain scheduling protocols and build positive relationships.
What We're Looking For
- High School diploma or equivalent.
- Previous general computer experience with data entry.
Nice to Have
- 1-2 years of demonstrated customer service excellence in a contact center.
- Previous healthcare experience with medical terminology.
- Previous experience with an electronic medical record (EMR) system.
Technical Stack
- Electronic medical record (EMR)
Team & Environment
You will partner with designated practice and clinical partners, reporting to a Patient Engagement Supervisor or Patient Engagement Manager.
Work Mode
This is a fully remote position with a requirement that candidates reside in Pennsylvania or New Jersey. The scheduled hours are part-time, focusing on evenings and weekends.
St. Luke's University Health Network is an Equal Opportunity Employer.
