- Conduct high-volume outbound calls to educate patients on Advance Care Planning (ACP) and schedule appointments with Facilitators.
- Respond to inbound patient inquiries, resolve concerns, and manage referrals, worklists, and follow-ups.
- Manage digital patient communications including email and SMS through multichannel systems.
- Adhere to approved scripts, standard operating procedures, and workflows to achieve performance metrics.
- Address patient concerns and overcome objections with empathy and professionalism.
- Maintain HIPAA compliance and privacy standards while balancing patient-centered service with operational efficiency.
- Participate in team meetings, 1:1 coaching sessions, and required training assignments.
Customer serviceActive listening