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Contact Center Representative
1 month ago
The Contact Center Representative serves as the first point of contact for patients, providing exceptional customer service and supporting the scheduling of Ambulatory Care appointments across the enterprise.
Key Responsibilities:
- Provide professional and high-quality customer service to patients through adherence to scripts, workflows, and corporate policies.
- 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, 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 via MyChart, H+H Online Scheduler, and other omnichannel communication platforms.
- Perform other related duties as assigned by supervisor, Assistant Director, or Senior Director.
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.
- Administrative or customer service support background, preferably in a high-volume contact center environment or medical environment.
- Certified Bilingual (speaking and writing).
NYC Health + Hospitals offers a competitive benefits package, including comprehensive health benefits, retirement savings, and loan forgiveness programs.
