" " Patient Engagement Representative | IMC Health

The Bi-Lingual Patient Engagement Representative is responsible for receiving and screening in-bound English and Spanish calls to determine caller’s need/s and resolve/s or re-direct/s requests/concerns if appropriate.

POSITION LOCATION: 15105 NW 77th Ave, Miami Lakes, FL. 33014

SCHEDULE: Monday - Friday 8:00am-5:00pm

Essential Duties and Responsibilities:

  • Handles in a professional, courteous and timely manner inbound and outbound calls.
  • Assist patients by scheduling, canceling and/or confirming medical provider appointments and Transportation (if applicable). Scheduling of appointment must be in accordance of established Provider Scheduling rules.
  • Attentively listens and screens calls to identify caller’s needs and provides guided assistance as needed, re-directs caller (if appropriate) to respective team (s)/Queue (s).
  • Addresses callers needs which may include resolving issues and educating caller. Representative escalates unresolved issues to respective Management team.
  • Representative works within defined parameters which defines work expectations.
  • Multi-tasks which includes the use of multiple computer applications simultaneously.
  • Updates required Patient Profile fields when necessary via appropriate Enrollment Change form.
  • Meets established Departmental Metrics (Qualitative and Quantitative).
  • Takes messages for Providers and/or respective Medical Center personnel and documents message/Callers request via Task function in Nextgen and/or e-mail.
  • Ensure respective voicemail messages are reviewed by 12:00 noon and end of day and addressed.
  • Participate in Staff and Educational Meetings.
  • Other duties as assigned.


  • High School Diploma or equivalent
  • Minimum of one-year experience in a healthcare/medical office or health care Call Center required to include scheduling of medical appointments.
  • Previous experience in a Healthcare customer/patient service role.
  • Ability to multi-task.
  • Excellent organizational, inter-personal, and customer service skills
  • Must be proficient in Microsoft Office, data entry, knowledge of computer applications, scanning, faxing etc.
  • Ability to work in a Metrics environment and Telephone Queue Monitoring System.

Must speak English and Spanish