Healthcare Customer Service Representative

4 weeks ago


Hackensack, New Jersey, United States Hackensack Meridian Health Full time

About the Role

Hackensack Meridian Health is seeking a skilled Contact Center Representative to join our team. As a Contact Center Representative, you will play a vital role in providing exceptional customer service to our patients and families.

Key Responsibilities

  • Answer incoming calls, emails, and chats to schedule, re-schedule, or cancel appointments according to guidelines and established protocols.
  • Perform new patient pre-registration, verifying and updating patient identity, demographics, insurance, and other required data.
  • Collaborate with patients, medical practices, and insurance companies to ensure timely authorizations.
  • Ensure accuracy in demographic, financial, referral/authorization, clinical, and other registration data.
  • Utilize the Epic Electronic Health Record system to perform transactions and document messages.
  • Respond to patient portal requests and educate patients on its use and benefits.
  • Assist with locating primary care or specialty providers and facilitate referrals.
  • Collaborate to create a positive patient experience.
  • Meet specific performance metrics of productivity and quality assurance.
  • Adhere to established workflows, scripting, and department call flow.
  • Demonstrate customer-care skills, including empathy, active listening, and politeness.

Requirements

  • High School diploma or equivalent.
  • Minimum 1 year of customer service experience in a similar role.
  • Effective verbal, written, and interpersonal communication skills.
  • Strong telephone soft skills and a patient-first attitude.
  • Clear speaking voice and a strong work ethic.

Preferred Qualifications

  • Associate's or Bachelor's degree.
  • 1 year of healthcare experience as a Medical Assistant or in a similar role.
  • 2 years of experience in an inbound call center environment.
  • Previous experience using the Epic system.
  • Knowledge of medical terminology, hospital systems, and insurance processes.


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