Call Center Team Member

CH_050 Cayuga Medical Center at Ithaca, Inc.; Hayts Corner (NY); Hybrid; USD 41,000 - 54,000; Full time

Benefits offered by this job

Onsite training

Benefits

Hybrid work model

Job summary

Cayuga Health is seeking an individual to serve as the first point of contact for patients and community members at Cayuga Medical Center in Ithaca, NY. You will handle inquiries, schedule support, test results, and coordination of care while navigating EMR systems with care and professionalism.

The role requires strong communication and multitasking in a fast-paced environment, with a hybrid full-time schedule and on-site training in Ithaca. Benefits are included.

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 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.

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.

Skills

Customer service

Communication

Multitasking

Education

High School Diploma or GED

Tools

Medent

Epic

Job description

About Cayuga Health Cayuga 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 Requirements

Hybrid Full Time - Days Pay Range Disclosure: Standard Rate of $20.00 - $25.50 per hour plus benefits

Equal Employment Opportunity

Centralus 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].

We're excited you're considering joining our team. At Centralus Health, we foster a culture of care, trust, and belonging. Here, you’ll have the opportunity to grow and thrive in your career while making meaningful connections with patients, families, colleagues, and communities.