Call Center Team Member

Cayuga Medical Center; Hayts Corner (NY); Hybrid; USD 28,000 - 34,000; Full time

Job summary

Cayuga Medical Center in Ithaca, NY is seeking a friendly, customer-focused front desk assistant to serve as the first point of contact for patients and community members, handling scheduling support, test results, and provider messages.

You will navigate EMR systems (Medent or Epic), maintain accurate information, and escalate issues to clinical staff or management while delivering exceptional service in a fast-paced setting. Hybrid, full-time days, with a competitive hourly wage and benefits.

Qualifications

• Education: High School Diploma or GED required.
• Experience: Previous customer service experience preferred; call center and healthcare scheduling/registration experience strongly preferred.
• Technical Skills: Proficiency with EMR systems (Medent or Epic). Multitasking and navigating multiple software applications.

Responsibilities

• Serve as the first point of contact for patients and community members, providing professional assistance with primary care services, COVID testing inquiries, and general healthcare questions.
• Manage inbound and outbound patient communications, including scheduling support, providing test results, relaying provider messages, and coordinating continuity of care.
• Accurately navigate EMR, registration systems, and multiple computer applications while maintaining exceptional customer service.
• Assess patient and caller needs, transferring calls to clinical staff or escalating concerns to management when necessary.

Skills

Customer service

Communication

Multitasking

Data entry

Education

High School Diploma or GED

Tools

Medent EMR

Epic EMR

Job description

About Cayuga HealthCayuga Health offers patient-centered, comprehensive health services at Cayuga Medical Center in Ithaca; Schuyler Hospital in Montour Falls; and more than 40 medical offices in the Finger Lakes and Central New York. Cayuga Health employs more than 450 providers from 40+ specialties. Additional services include a neo-natal intensive care unit, a home health care agency, an addiction recovery organization, and a skilled nursing facility.Cayuga Health is a member of Centralus Health, a community-based integrated delivery system. Our mission is to deliver high-quality care, empower our teams to succeed, and improve the wellbeing of the communities we serve.Our commitment to quality personalized care begins with our exceptional team—over 6500 employees strong. At Cayuga Health, you will work in a collaborative environment that values excellence, integrity, compassion and stewardship. Together, we create an environment where empathy, honesty and a dedication to quality thrive, empowering us to make a positive impact on the lives we touch.We offer competitive wages, comprehensive benefits, and professional development opportunities to help our employees grow and thrive. Whether you are just starting your career or taking the next step in healthcare, we invite you to join us in shaping the future of care in our communities.Learn more at www.cayugahealth.org .This position requires onsite training for 2 weeks in Ithaca NY!Roles and Responsibilities:Serve as the first point of contact for patients and community members, providing professional assistance with primary care services, COVID testing inquiries, and general healthcare questions.Manage inbound and outbound patient communications, including scheduling support, providing test results, relaying provider messages, and coordinating continuity of care.Accurately navigate electronic medical records (EMR), registration systems, and multiple computer applications while maintaining exceptional customer service.Assess patient and caller needs, appropriately transferring calls to clinical staff and escalating concerns to management when necessary.Demonstrate strong critical thinking, attention to detail, and efficient data-entry skills while completing assigned administrative and patient support duties.Required Skills and Experience :Education: High School Diploma or GED required.Experience: Previous customer service experience preferred; call center and healthcare scheduling/registration experience strongly preferred.Technical Skills: Proficiency with electronic medical record (EMR) systems, including Medent or Epic preferred; ability to multitask and navigate multiple computer applications simultaneously.Professional Competencies: Strong communication, organizational, and problem-solving skills with the ability to provide exceptional customer service in a fast-paced environment.Physical Requirements:Ability to remain seated or stationary for 50% or more of the workday, communicate and exchange accurate information, and occasionally lift or move items weighing up to 20 pounds.Location, Travel and Shift RequirementsHybridFull Time - DaysPay Range Disclosure:Standard Rate of $20.00 - $25.50 per hour plus benefitsCentralus and its affiliates are committed to treating all patients, providers, staff and volunteers equitably and with dignity, ensuring the highest levels of safety, care and respect, and striving to recognize and overcome biases and policies that contribute to disparities in healthcare access, equitable care and positive health outcomes for all.We are proud to be an Equal Employment Opportunity employer, supporting the growth and health of our employees and community by embracing the rich diversity, needs and circumstances of all peoples and prioritizing opportunities to build a diverse and inclusive workplace. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable protected characteristics.If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, please contact the Centralus Talent Acquisition team at [e-mail] .