Patient Engagement Representative Associate

At UK King's Daughters, we’re not just a healthcare facility — we’re a family of dedicated professionals who share a passion for making a meaningful difference in the lives of our patients. We’re more than just a place to work; we’re a place to grow, thrive, and contribute to our community.

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 ( 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 ( 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 ( 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 ( K. Job-related travel:2. Occasional ( L. Loud noises:1. Never

M. Temperature extremes:1. Never

N. Hazardous chemicals and fumes including waste:2. Occasional ( O. Radiation:1. Never

P. Burns:1. Never

Q. Cuts/Punctures:2. Occasional ( R. Bloodborne/airborne pathogens:2. Occasional ( 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.

Department :

Access Center

Shift :

Flex (United States of America)

Address :

2201 Lexington Avenue

City, State :

Ashland, Kentucky