Patient Engagement Specialist/Contact Center Executive

Patient Support: Act as the primary contact for patients during night shifts, addressing inquiries, concerns, and providing information about services, appointments, and health management. Engagement Monitoring: Monitor and interact with patients through various channels (phone, email, chat) to ensure continued support and resolve issues during night hours. Process Improvement: Identify areas for improvement in night shift engagement processes and work with management to implement enhancements for better patient outcomes. Data Management: Accurately record patient interactions and feedback in the system, ensuring up-to-date information for continuity of care. Coordination: Collaborate with on-call medical and administrative staff to ensure seamless communication and effective resolution of patient issues. Crisis Management: Handle urgent patient situations with professionalism and escalate critical issues to appropriate medical personnel or management as needed. Reporting: Prepare and submit shift reports summarizing patient interactions, issues encountered, and relevant observations to ensure continuity and inform process improvements. Training and Support: Provide feedback and support to colleagues, and contribute to the development of training materials for new hires or process updates.