Patient Engagement Representative

Beyond Blue Job Posting Title: Patient Engagement Representative Requisition Number: R-000003002 Department Name: Manager, Patient Engagement Work Location: Remote-KY Grade Level: 2 Type of Position: Regular Position Time Status: Full time Equivalency Link https://hr.uky.edu/employment/working-uk/equivalencies Shift: Days (United States of America) Job Description: Job Summary Responsible for delivering frontline support in the enterprise contact center to ensure efficient and patient-centered service. Aids with scheduling and general inquiries while maintaining accuracy and professionalism. Ensures compliance with organizational policies, payer requirements, and regulatory standards. Coordinates with clinical teams, billing staff, and supervisors to resolve issues and support smooth patient access to care. Essential Functions • Responds to patient inquiries and service requests via phone, email, and electronic systems. • Schedules appointments and procedures in alignment with provider availability and organizational protocols. • Verifies insurance coverage and authorization requirements for scheduled services. • Completes registration processes and ensures accurate entry of patient data. • Provides patients with information regarding policies, financial responsibilities, and preparation requirements. • Escalates unresolved issues to senior representatives or supervisors as appropriate. • Maintains compliance with HIPAA and organizational privacy standards. • Documents patient interactions and outcomes in contact center systems. • Meets established productivity, quality, and service-level benchmarks. • Performs other duties as assigned. Education Requirement: High school diploma or equivalent Experience Requirement: 2-3 years of experience in contact center operations, patient access, scheduling, or healthcare customer service An equivalent combination of education and experience may be considered. All experience must be paid and in the same related field. Part-time and PRN experience will be prorated based on hours worked per week. Volunteer work and internships for academic credit are not counted. Certifications & Licensures: N/A Working Conditions A. Lifting, pushing, and/or pulling objects up to 50lbs:2. Occasional (< 10% of the time) B. Lifting, pushing, and/or pulling objects over 50lbs:1. Never C. Standing or walking with objects up to 10lbs:3. Intermittent (10% - 50% of the time) D. Standing or walking with objects up to 25lbs:2. Occasional (< 10% of the time) E. Sitting at the computer workstation for extended periods:3. Intermittent (10% - 50% of the time) F. Risk of back injury from moving, lifting or positioning patients, equipment, or materials:2. Occasional (< 10% of the time) G. Repetitive motion:3. Intermittent (10% - 50% of the time) H. Working at heights above 4 feet:1. Never I. Working in confined spaces:1. Never J. Risk of injuries from use of equipment on the job:2. Occasional (< 10% of the time) K. Job-related travel:2. Occasional (< 10% of the time) L. Loud noises:1. Never M. Temperature extremes:1. Never N. Hazardous chemicals and fumes including waste:2. Occasional (< 10% of the time) O. Radiation:1. Never P. Burns:1. Never Q. Cuts/Punctures:2. Occasional (< 10% of the time) R. Bloodborne/airborne pathogens:2. Occasional (< 10% of the time) S. Recombinant DNA or viral vectors:1. Never T. Combative/violent people:1. Never U. Animal handling (including carcasses):1. Never V. Please specify other(s) and amount of exposure (i.e. Occasional, Intermittent or Regular): N/A Physical Demands This position requires intermittent sitting at a computer workstation for extended periods of time; performing tasks with repetitive motions (such as typing); intermittent standing or walking with objects weighing up to 10 pounds; occasional standing or walking with objects weighing up to 25 pounds; and occasional lifting, pushing, or pulling objects weighing up to 50 pounds. Our University Community We value the well-being of each of our employees and are dedicated to creating a healthy place for everyone to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors, the University of Kentucky is a Tobacco & Drug Free campus. The University follows both the federal and state Constitutions as well as all applicable federal and state laws on nondiscrimination. The University provides equal opportunities for qualified persons in all aspects of institutional operations and does not discriminate on the basis of race, color, national origin, ethnic origin, religion, creed, age, physical or mental disability, veteran status, uniformed service, political belief, sex, sexual orientation, gender identity, gender expression, pregnancy, marital status, genetic information or social or economic status. Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen.