ECO Engagement Specialist (Remote)

Department:

12700 Advocate Aurora Health Corporate - Engagement Center Operations (ECO): Operations

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

Major Responsibilities:

Acts as a resource to team members which includes training/orienting. Assists in developing and updating department policies and procedures and advises and updates staff on procedural changes.

Assists supervisor with new employee orientation, staff development, skill enhancement feedback, resolution of employee concerns, and employee morale. Participates in various application team meetings and works on special projects/tasks as assigned by the Supervisor.

Communicates with customers regarding call schedules and facility operations to gather information. Asks clarifying questions, presents options or solutions, and understands the level of complexity, escalating only those situations necessary to higher level support.

Provides support to troubleshoot, answer questions and resolve problems, ranging from basic to more complex technical issues related to web-based organizational applications. Analyzes customer problems in order to resolve operating difficulties and arrives at workable solutions. Provide callbacks or follow-up with customers as necessary.

Provides referrals to physicians/providers. Completes all essential forms, obtains necessary information, such as patient demographic and insurance information. Verifies and updates the medical record with customer information.

Performs duties based on department needs, including faxing, updating medical records, logs and reports, managing files/databases, assisting with entering, gathering, organizing, and compiling data for reports. Assists with organizational marketing efforts by providing associated information and referral to customer, while maintaining appropriate records for documentation. Sends out communication to team members about marketing campaigns and call to action for the Engagement Center. Responsible for working with other departments and vendors on Engagement Center initiatives.

Will assist in real time when necessary to ensure patient satisfaction and should be available and able to assist other staff members as needed.

Will have responsibilities related to working directly with patients as outlined in Tier 1, and Tier 3 Tier 2 CER Job Descriptions.

Licensure, Registration and/or Certification Required:

None Required.

Education Required:

High School Graduate.

Experience Required:

Typically requires 3-5 years of experience in call center, healthcare, or other applicable customer service-related area.

Knowledge, Skills & Abilities Required:

Knowledge of customer service/call centers, including a proficient understanding of call tracking system.

Basic knowledge of medical terminology.

Demonstrated proficiency as a technology user with computers and desktop software packages.

Ability to work in a fast paced environment, handling a variety of customer/patient needs.

Strong multitasking and problem solving skills, as well as organization and prioritization skills.

Ability to use/manage a multiple-line telephone system.

Demonstrated ability for analysis, logical thinking, accuracy and concern for detail.

Strong verbal communication skills and ability to interact with a diverse customer population and team members.

Ability to provide excellent customer service and follow up. Ability to converse with customers/patients while researching and documenting the call on multiple systems.

Ability to demonstrate techniques and to provide and support services to team members

Demonstrated ability to successfully escalate difficult calls/issues and to problem solve.

Ability to work with a variety of customers and actively listen to successfully determine the customer's needs. Ability to analyze and resolve customer issues.

Ability to work a variety of hours based on departmental business needs.

Ability to act as a resource for new caregivers.

Physical Requirements and Working Conditions:

Must have functional vision, touch, speech, and hearing.

Required to sit a majority of the workday.

Operates all equipment necessary to perform the job.

Exposed to normal office environment and remote work environments

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Advocate Aurora Health is one of the 10th largest not-for-profit, integrated health systems in the U.S. with nearly 3 million patients served at more than 500 sites of care in Illinois and Wisconsin, including 28 hospitals. We're redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in a variety of specialties. Advocate Aurora Health is one of the 10th largest not-for-profit, integrated health systems in the U.S. with nearly 3 million patients served at more than 500 sites of care in Illinois and Wisconsin, including 28 hospitals. We're redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in a variety of specialties.