Associate Customer Service Representative (Florida)

Northwell Health; Jacksonville (FL); Sur place; USD 22 000 - 30 000; Plein temps

Résumé du poste

Northwell Health is seeking a Customer Service Associate to deliver best-in-class patient experiences via our centralized call center. You will handle low‑complexity inquiries, assist with scheduling, verify insurance, and support standard registration tasks.

Escalate urgent cases, document interactions, protect confidentiality under HIPAA, and collaborate with practices to guide patients through the health system.

Qualifications

• Strong customer service and communication skills.
• Ability to handle routine scheduling and registration tasks.
• Familiarity with basic insurance verification processes.

Responsabilités

• Provides best-in-class patient experience via centralized call center.
• Handles low-complexity inquiries and scheduling needs.
• Verifies insurance eligibility and completes standard registration tasks.
• Escalates urgent or complex cases to senior team members.
• Documents inquiries and transactions for health system tracking.
• Maintains patient privacy and HIPAA compliance.

Connaissances

Customer service

Formation

High School diploma or equivalent

Description du poste

Job Responsibility

• 1.Provides best-in-class patient experience via phone through the Health System's centralized call center, handling lower complexity technical service/support duties and inquiries.
• 2.Responds to inbound and outbound patient calls related to basic scheduling needs, routine messages to physicians (e.g., standard test result notifications, general clinical advice, medication refill requests), and other straightforward patient requests.
• 3.Follows standard escalation process for patients experiencing clinically urgent issues, recognizing situations beyond the scope of the Associate role.
• 4.Escalates complex questions, problems, and unfamiliar scenarios to more senior team members for guidance and support.
• 5.Schedules routine patient appointments using guided decision support technology.
• 6.Fully register and verify insurance eligibility.
• 7.Exercises independent judgment on basic issues related to routine tasks.
• 8.Assesses callers' basic needs, provides appropriate information, and resolves straightforward inquiries.
• 9.Provides first call resolution for low complexity issues and directs patients/caregivers to appropriate resources for more complex needs.
• 10.Identifies recurring trends in patient inquiries and suggests potential process improvements for common issues.
• 11.Supports revenue cycle goals by ensuring accurate patient demographic information is collected for standard registration processes.
• 12.Maintains patient health information and protects confidentiality in accordance with HIPPA guidelines.
• 13.Promotes a positive and productive environment, supporting teamwork and communication.
• 14.Identifies specific patient needs and uses the appropriate call handling technique practices while supporting the patient on how to navigate the health system.
• 15.Uses documented procedures, policy manuals, knowledgebase, and other reference materials to assist in answering various general inquiries and issues.
• 16.Documents inquiries, issues, transactions, and other relevant information for health system tracking.
• 17.Communicates clearly and timely with patients and interfaces with practices.
• 18.Performs other related duties pertinent to delivering an easy and complete experience for the patient.

Job Qualification

• High School Education or Equivalent, required.
• 0-3 years of customer service experience, preferred.

*Additional Salary Detail

The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).