Access Center Representative I (Patient Scheduling) - Las Vegas, Nevada

NYU Langone Medical Center; Las Vegas (NV); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Benefits package

Wellness program

Job summary

NYU Langone Nevada is seeking an Access Center Representative I to be the welcoming first contact for patients and callers, handling inquiries and scheduling appointments with empathy and professionalism.

You will follow established NYU FGP guidelines, verify insurance information, and coordinate with care teams to ensure a seamless patient experience and timely resolution of requests. Strong communication and teamwork are essential in this role.

Qualifications

• High School diploma or equivalent required.
• 6 months+ contact center or customer service experience preferred.
• Experience in hospital, clinic, or medical office scheduling is a plus.

Responsibilities

• Respond to multi-channel inquiries from patients and callers regarding appointments and services in accordance with NYU FGP guidelines.
• Schedule appointments for NYU FGP specialties using physician protocols and meet performance goals.
• Verify patient information and insurance; document dispositions and maintain accurate records.
• Provide empathetic and professional service, and escalate issues to leadership as needed.
• Collaborate with site management to ensure a positive patient experience and timely resolutions.

Skills

Customer service

Communication

Empathy

Education

High School diploma or equivalent

Tools

Office/Clinical scheduling software

Job description

Job ID: 1161371_RR00119999

Facility: NYU Langone Medical Center

Position Type: Full-Time/Regular

Position Summary:

We have an exciting opportunity to join our team as a Access Center Representative I.

In this role, the successful candidate The Access Center Representative will act as the first "welcome" for the caller on behalf of the NYU Faculty Group Practice (FGP) physician practices. They will schedule patient appointments and field inquires, concerns, and requests via inbound calls. The representative will instill loyalty and confidence by anticipating patient needs, displaying genuine interest, and providing accurate and efficient service to all patient and customer callers. As appropriate, the position will elicit patient information and follow established protocols to schedule patient appointments for specialized services. They will ensure that patient needs are met and promote the optimal Patient Experience. The Access Center Representative will establish and maintain effective relationships with patients and callers via active listening, empathy, rapport, courtesy, and professionalism.

Job Responsibilities:

• Respond to multi-channel inquiries from patients, physicians, employees, and other callers regarding appointments, referrals, provider messages, and services within the Patient Access Center in accordance with established NYU FGP guidelines.
• Utilize physician protocols to schedule appointments for NYU FGP specialties and meet established Patient Access Center performance goals.
• Research providers and practices throughout the NYULH network to best meet the patient’s needs.
• Manage conversations with a high level of sensitivity and use good judgment when determining and documenting appropriate disposition.
• Utilize NYU FGP Healthcare systems, Access Center applications, reference materials, and websites to enter patient information, answer patient questions, verify insurance, perform specific scheduling functions, etc.
• During all interactions, display characteristics of inquiry, empathy, courtesy, and respect.
• Adhere to Patient Access Center call metrics and goals as outlined.
• Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes.
• Proactively keep up to date on all communications.
• Participate in multidisciplinary quality and service improvement teams as appropriate.
• Demonstrate regular, consistent, and punctual attendance.
• Adheres to Patient Access Center policies and procedures.
• Serves as NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH mission, vision and values and promoting excellence in the patient experience, during every encounter
• Drives consistency in every patient and colleague encounter by embodying the core principles of our FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign-Off)
• Greets patients warmly and professionally, stating name and role, and clearly communicates each step of the care/interaction as appropriate
• Works collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries whether in person, by phone or via electronic messaging.
• Proactively anticipates patient needs, and participates in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalates to leadership as appropriate.
• Shares ideas or any observed areas of opportunity, to improve patient experience and patient access, with appropriate leadership. (i.e. ways to optimize provider schedules, how to minimize delays, increase employee engagement, etc.)
• Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience.
• Takes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles.

Minimum Qualifications:

To qualify you must have a A High School diploma or an equivalent is required plus 6 months+ Contact Center or Customer Service related experience or equivalent combination of education and experience

Preferred Qualifications:

Experience working within an access/contact center, hospital, clinic, or medical office scheduling environment is highly preferred.

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Nevada provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents. At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

NYU Langone Nevada is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. We require applications to be completed online.

View Know Your Rights: Workplace discrimination is illegal (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .