Patient Gateway Specialist

3 months ago

Somerville, United States Cynet Systems Full time
Job Description:

Pay Range: $19hr - $19.50hr

Responsibilities:
  • Contributes to a positive experience for patients and families through professional, efficient and effective telephone and online interactions.
  • Respects patient confidentiality at all times, observing HIPAA guidelines.
  • nswers and records calls using ITIL best practices.
  • Processes user-generated self-service tickets using ITIL best practices.
  • Resolves issues utilizing available resources and documentation.
  • Utilizes various communication methods including telephone, email and instant messaging.
  • Prioritizes work based upon guidance provided by Patient Gateway Supervisor.
  • Escalates issues that cannot be resolved in a timely manner.
  • Participates on project teams including but not limited to Service Desk improvements, customer communication, peer-to-peer communication, and deployment of new technology.
  • Contributes to teamwork within and between departments.
  • ttends and participates in regularly scheduled meetings with coworkers.
  • Provides constructive ideas, suggestions and feedback in a positive manner.
  • Works collaboratively with coworkers to effectively resolve issues that impact departmental or hospital operations.
  • Performs other duties as assigned by Patient Gateway Supervisor.
Qualifications:
  • High school diploma.
  • Experience with computers, web browser software, and the Internet.
  • Prior healthcare experience preferred.
  • Prior experience in a customer or patient services role with phone experience preferred.
Skills, Abilities, Competencies:
  • Excellent customer service skills.
  • Strong interpersonal skills, communication skills (verbal and written), listening skills and patience.
  • Strong analytical and problem solving skills.
  • bility to work in a team environment.
  • bility to multitask and prioritize work requirements.
  • bility to be flexible, versatile, and adaptable in day-to-day activities.
  • Knowledge of desktop hardware, operating systems and browsers.
  • Knowledge of mobile devices including smartphones and tablets.
  • Familiarity with customer services applications (e.g., ServiceNow, Service Manager) a plus.
  • Familiarity with IT Service Management (ITIL) best practices a plus.
  • Bilingual / Multilingual a plus.

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