Contact Center Representative

7 months ago

New York, United States NYC Health Hospitals Full time
Empower Every New Yorker - Without Exception - to Live the Healthiest Life Possible

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city's five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Job Description

The New York City Health and Hospital's Contact Center serves at the front line of our organization often connecting patients to care as the first point of contact. We have a passionate and dedicated team focused on providing the best experience for our patients, Ambulatory Care facilities, and providers. Our team connects patients to needed medical services by partnering with leaders across the system to ensure an efficient and effective workflow is in place. We are also constantly working to improve our technological infrastructure to give patients the best options to communicate with us through their channel of choice.

The Contact Center Representative may be the patient's first point of contact and serves as a liaison between patient, provider, practices and clinics as well as insurance providers. They are committed to providing exceptional patient experience in supporting and scheduling Ambulatory Care appointments across the enterprise and responding to patient inquiries.

Daily tasks include:
  • Provides professional and high-quality customer service to patients through adherence to scripts, workflows and in compliance with corporate policies and procedures.
  • Schedule, confirm and cancel appointments for patients
  • Complete patient registration: insurance verification, update all patient demographic information, create hospital (HAR) accounts.
  • Performs basic chart review
  • Take messages for providers, warm transfer calls to other departments within the facilities, and escalate other unresolved patient requests to the responsible parties.
  • Assist the patients in their preferred language with bi-lingual services by using Interpreter Services
  • Participates in Managed Care plan audits which affects facility incentives and reimbursement
  • Participates in outbound projects that reengage/ take a more proactive approach to managing unique patient populations
  • Use of Cisco-Finesse application to manage calls in queue and to optimize patient experience
  • Interacts with patients and respond to inquiries via MyChart, H+H Online Scheduler and other omnichannel communication platforms; some assigned duties may include offline work like
  • MyChart patient inquiries, web chat, appointment review or assistance, etc.
  • Participates in staff meetings, refresher training and continuing education
  • Position may require staff to work one of multiple shifts that could start as early as 7 am and as late as 10 am
  • Performs other related duties as assigned by supervisor, Assistant Director or Senior Director
Minimum Qualifications
  • A high school diploma or its educational equivalent; and
  • Six (6) months of full-time satisfactory clerical experience and/or experience interacting with the public, such as processing sales; taking, processing, and delivering orders; obtaining and dispensing information; listening to and resolving customers concerns, problems, and complaints; and/or performing related customer service activities.
Skills Requirement: Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute

Department Preferences
  • Administrative or customer service support background, preferably in a high-volume contact center environment or medical environment
  • Certified Bilingual (speaking & writing)
Knowledgeable in:
  • Personal computer software, hospital service workflows, call center operations, customer service and with strong communication skills
  • Highly detail-oriented with the ability to properly prioritize
  • Self-motivated with the ability to work independently
  • Critical thinking
If applying online, please include your cover letter in the same file attachment with your uploaded resume.

NYC Health and Hospitals offers a competitive benefits package that includes:
  • Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
  • Retirement Savings and Pension Plans
  • Loan Forgiveness Programs for eligible employees
  • Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
  • College tuition discounts and professional development opportunities
  • Multiple employee discounts programs

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