Patient Engagement Representative

TeamHealth is named among the Top 150 Places to Work in Healthcare by Becker's Hospital Review. Newsweek Magazine recognizes TeamHealth as ‘one of the greatest workplaces for diversity, 2024’ and TeamHealth is also ranked as ‘The World’s Most Admired Companies’ by Fortune Magazine. TeamHealth, an established healthcare organization is physician-led and patient focused. We continue to grow across the U.S. from our Clinicians to Corporate Employees. Join us.
What we Offer:
Career Growth Opportunities
Benefit Eligibility (Medical/Dental/Vision/Life) the first of the month following 30 days of employment
401K (Discretionary matching funds available)
Generous PTO
8 Paid Holidays
Equipment Provided for Remote Roles

JOB DESCRIPTION OVERVIEW:
The Patient Engagement Representative, Correspondence, Mail (Non-Legal) is responsible for processing correspondence intake and performing data entry for customer communications functions. The representative is accountable for adhering to processes to align with HRRG and TeamHealth policies and procedures.

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ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Receives, scans, and uploads daily mail from various couriers (USPS, FedEx, UPS) into OnBase, maintaining document integrity.
• Completes accurate categorization of correspondence in OnBase, including proper routing of legal and non-legal items, and escalation of time-sensitive, governmental, regulatory, licensing, or other correspondence.
• Processes and logs all daily outgoing mail in a timely manner.
• Processes patient and customer requests via OnBase and FACS workflows according to departmental training and compliance standards.
• Meets standard KPIs to achieve an exceptional patient experience.
• Maintains documentation for all workflows related to customer correspondence processing and data entry.
• Maintains document retention and destruction consistent with laws, HRRG policy, and any litigation holds.
• Assists in reporting on correspondence volumes, backlogs, and any trends or changes.
• Identifies and escalates potential UDAAP violations.
• Assists in gathering materials for regulatory and licensing examination requests for correspondence processing functions.
• Performs other related duties as assigned.

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QUALIFICATIONS / EXPERIENCE:

• High School Diploma, or equivalent certifications and work experience.
• 1–3 years of experience in customer service, with some experience in compliance.
• Familiar with consumer financial protection laws and regulations.
• Ability to analyze, evaluate, track, and trend outputs for accuracy and integrity.
• Excellent interpersonal and communication skills.
• Ability to work independently to accurately complete recurring tasks with minimal supervision efficiently and accurately.
• Highly accountable and dependable.
• Knowledgeable about industry best practices in compliance and accounting.
• Proficiency in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint), Smartsheet, and related software.

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SUPERVISORY RESPONSIBILITIES:

• N/A