Patient and Client Engagement Guide

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Requirements:

• High School diploma or GED is required.
• Preferred qualification includes a Bachelor's degree in Business Administration/Management or Nursing.
• 1 - 3 years of experience in Customer Service or Healthcare retail sales is required.
• Preferred experience includes 1 year in an AHN department and familiarity with scheduling in the medical record, EPIC.
• No licenses or certifications are required.

Responsibilities:

• Perform outbound telephonic call campaigns, focusing on scheduling appointments for patients not engaged in their healthcare.
• Assist individuals and families in establishing care with a Primary Care Provider.
• Ensure patients remain aligned with AHN by scheduling Specialty Provider or Imaging appointments.
• Manage inbound requests via calls, email, and fax for care coordination support.
• Help individuals access care, close care gaps, and schedule further appointments.
• Deliver timely outreach campaign success and report trends for future improvement.
• Identify appointment escalation needs by partnering with various departments.
• Participate in community and client events.