Contact Center Representative
3 weeks ago
NYC Health + Hospitals is the largest public healthcare 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 as 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
• Provides professional and high-quality customer service to patients through adherence to scripts, workflows, and in compliance with corporate policies and procedures.
• Schedules, confirms, and cancels appointments for patients.
• Completes patient registration: insurance verification, updates all patient demographic information, creates hospital (HAR) accounts.
• Performs basic chart review.
• Takes messages for providers, warm transfers calls to other departments within the facilities, and escalates other unresolved patient requests to the responsible parties.
• Assists 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.
• Uses the Cisco-Finesse application to manage calls in queue and to optimize patient experience.
• Interacts with patients and responds 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.
• 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.
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