Customer Care Specialist

2 weeks ago

Edison New Jersey, United States Hackensack Meridian Health Full time

Position Overview:
At Hackensack Meridian Health, our team members are essential to our mission of improving patient care.

We are dedicated to fostering a supportive environment where employees thrive and contribute to the well-being of our community.

Our culture emphasizes teamwork and collaboration, ensuring that our employees are not just workers but valued members of our organization.

Competitive benefits are just the beginning; we are committed to supporting each other and making a positive impact in healthcare.

The Customer Care Specialist will manage various communication channels in a dynamic centralized contact center, engaging with patients, families, and healthcare professionals to schedule appointments, register patients, and address other medical inquiries.

This role requires interaction with a diverse clientele, focusing on resolving inquiries on the first contact while delivering outstanding customer service. Our goal is to anticipate and fulfill the needs of our consumers, treating everyone with respect and dignity, and collaborating to meet quality and performance benchmarks.

We offer multiple hybrid positions with a majority of remote work after completing an initial training period.


Key Responsibilities:
A typical day for a Customer Care Specialist at Hackensack Meridian Health includes:

1. Responding to incoming calls, emails, and chats to accurately schedule, reschedule, or cancel appointments following established protocols.

2. Conducting pre-registration for new patients, ensuring verification and updating of patient identity, demographics, insurance, and other necessary information.

3. Collaborating with patients, medical practices, and insurance companies to ensure timely authorization.

4. Ensuring accuracy in all required demographic, financial, referral/authorization, clinical, and other registration data.

5. Utilizing the Electronic Health Record (Epic) system to perform transactions and document messages accurately.

6. Assisting with patient portal inquiries and educating patients on its benefits.

7. Helping patients find primary care or specialty providers within the health system.

8. Coordinating and communicating effectively to enhance the patient experience.

9. Addressing patient inquiries and resolving issues with minimal supervision by researching and exploring solutions, implementing them, and escalating unresolved matters.

10. Meeting specific performance metrics related to productivity and quality assurance.

11. Adhering to established workflows, scripts, and departmental call protocols.

12. Demonstrating essential customer care skills such as empathy, active listening, courtesy, and helpfulness when interacting with patients, practice staff, physicians, and colleagues.

13. Performing additional job-related duties as required.

Qualifications:
Required Education, Knowledge, Skills, and Abilities:
- High School diploma or equivalent.

- A minimum of 1 year of experience in customer service, retail, hospitality, or call center environments.

- Strong verbal, written, and interpersonal communication skills.

- Excellent telephone skills developed through prior customer or patient service experience.

- A genuine patient-first attitude and a commitment to providing a superior patient experience with every interaction.

- Clear speaking voice and a strong work ethic with adherence to scheduled shifts, including potential overtime and weekend work.
Preferred Education, Knowledge, Skills, and Abilities:
- 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 setting.
- Familiarity with the EPIC system.
- Knowledge of medical terminology, hospital systems, and insurance processes.
- Bilingual skills are a plus.

If you believe that your skills and experience align with this role, we encourage you to consider this opportunity.

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