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Contact Center Representative

2 months ago

New York, New York, United States NYC Health Hospitals Full time
Job Summary

We are seeking a highly skilled and compassionate Contact Center Representative to join our team at NYC Health + Hospitals. As a key member of our organization, you will play a vital role in connecting patients to care and providing exceptional customer service.

Key Responsibilities
  • Provide professional and high-quality customer service to patients through adherence to scripts, workflows, and corporate policies and procedures.
  • Schedule, confirm, and cancel appointments for patients.
  • Complete patient registration, including insurance verification, demographic updates, and hospital account creation.
  • Take messages for providers, warm transfer calls to other departments, and escalate unresolved patient requests.
  • Assist patients in their preferred language using Interpreter Services.
  • Participate in Managed Care plan audits and outbound projects to reengage unique patient populations.
  • Utilize Cisco-Finesse to manage calls in queue and optimize patient experience.
  • Interact with patients and respond to inquiries via MyChart, H+H Online Scheduler, and other omnichannel platforms.
Requirements
  • A high school diploma or its equivalent.
  • Six months of full-time satisfactory clerical experience and/or experience interacting with the public.
  • Keyboard familiarity with the ability to type at least 100 key strokes per minute.
Preferred Qualifications
  • Administrative or customer service support background, preferably in a high-volume contact center environment or medical environment.
  • Certified Bilingual (speaking and writing).
What We Offer

NYC Health and Hospitals offers a competitive benefits package, including comprehensive health benefits, retirement savings and pension plans, loan forgiveness programs, paid holidays and vacation, college tuition discounts, and professional development opportunities.