JOB ESSENTIAL DUTIES:

• Provides friendly, courteous and professional service at all times to all patients, visitors, co-workers, and leaders (Deliver an Exceptional Experience to Everyone, Every Time)
• Demonstrates proficiency in each electronic health record (EHR) software system that MCR utilizes
• Demonstrates clear understanding of all MCR sites’ scheduling templates, appointment types, and appointment override criteria
• Schedules, reschedules, and cancels patient appointments when patients contact MCR
• Demonstrates working knowledge of eligibility requirements and connects patients with appropriate MCR resources when needed
• Documents all patient calls accurately and routes any EHR case notes to the appropriate MCR staff and/or departments as required
• Demonstrates an excellent understanding of telephone usage and the operation of Pt Engagement Call Center telephone system
• Obtains, verifies, and/or updates demographics and insurance information in the EMR

SKILLS, KNOWLEDGE & ABILITIES:

• Outstanding and empathetic customer service skills
• Customer service focus to impact the patient experience
• Ability to effectively interact with customers, staff, and others even in stressful situations
• Ability to maintain confidences and demonstrate discretion to protect patient information
• Ability to perform well in a fast-paced environment
• Must be flexible, resourceful, and able to troubleshoot
• Must maintain a professional demeanor and appearance at all time
• Excellent listening and interpersonal skills
• Excellent oral and written communication
• Ability to demonstrate critical thinking and attention to detail
• Ability to multi-task and prioritize tasks, projects, and demands
• Comfortable and adept with technology

PHYSICAL DEMANDS & EQUIPMENT USE:

• Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• While performing the duties of this job, the employee is regularly required to drive, sit, use hands or fingers, handle or feel objects, tools, controls and talk or hear. The employee frequently is required to walk, stand and reach with hands and The employee is occasionally required climb or balance and stoop, kneel, crouch, or crawl
• The employee must occasionally lift and/or move up to 25 Specific vision abilities required by the job include vision, color vision, depth perception and ability to adjust focus
• This job is not limited to the activities described above and this job description may be amended by management as deemed necessary

REQUIREMENTS & PREFERENCES:

• High School diploma or GED required
• 2 years’ customer service experience in a healthcare environment required (preferably in medical appointment scheduling role)
• Proficient in Microsoft Office Suite required
• 1 years’ experience working in a medical centralized scheduling department preferred
• Bilingual (Spanish/English) is beneficial

The Patient Engagement Specialist is a key member of the MCR Health team. Many times, they are the first point of contact for patients and MCR, so their customer service skills must be exemplary to support MCR’s Customer Service Vision. This role along with the Pt Services Representative role are the foundation and first step of the revenue cycle and patient safety. This role must also be able to demonstrate proficiency in all MCR electronic health record (EHR) software systems, site schedules, and services offered.

**MCR Health is a drug-free workplace. All job applicants selected for employment are required to submit to a pre-employment drug test and background check.