Contact Center Representative
4 weeks ago
About the Role
We are seeking a highly skilled Contact Center Representative to join our team at Hackensack Meridian Health. As a key member of our contact center, you will play a vital role in providing exceptional customer service to our patients and families.
Responsibilities
- Answer incoming calls, emails, and chats to schedule, re-schedule, or cancel appointments according to 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 Epic to perform transactions and document messages to the appropriate practice.
- Respond to patient portal requests and educate patients on its use and benefits.
- Assist with locating a primary care or specialty provider with referrals within the health system.
- 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 such as 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 outstanding work ethic.
Preferred Qualifications
- Associate's or Bachelor's degree.
- 1 year of healthcare experience as a Medical Assistant or assisting patients.
- 2 years of previous experience in an inbound call center environment.
- Previous experience using Epic system.
- Knowledge of medical terminology, hospital systems, and insurance processes.
About Hackensack Meridian Health
Hackensack Meridian Health is a leading healthcare organization committed to delivering exceptional patient care and advancing healthcare through innovation and collaboration.
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