Clerical Associate, Contact Center - Provisional

NYC Health + Hospitals; New York (NY); On-site; USD 36,000 - 48,000; Full time

Job summary

NYC Health + Hospitals seeks a Contact Center Representative to be the patient’s first point of contact, serving as a liaison between patients, providers, practices and clinics, and insurance providers. You will schedule ambulatory care appointments and respond to patient inquiries across multiple channels for a seamless patient experience.

The role requires strong communication, attention to detail, and the ability to work in a fast-paced health system.

Qualifications

• A high school diploma or its educational equivalent.
• Six (6) months of full-time satisfactory clerical experience and/or experience interacting with the public, such as processing orders, handling information, and resolving questions or concerns.

Responsibilities

• Provides professional and high-quality customer service to patients through adherence to scripts, workflows and in compliance with corporate policies and procedures.
• Schedule, confirm and cancel appointments for patients
• Complete patient registration: insurance verification, update all patient demographic information, create hospital accounts (HAR).
• Performs basic chart review
• Take messages for providers and transfer calls as needed; escalate unresolved requests
• Assist patients in preferred language with interpreter services
• Participates in audits affecting incentives and reimbursement
• Engage in outbound projects to reengage/ manage patient populations
• Operate Cisco Finesse to manage calls and optimize patient experience
• Interact with patients via MyChart, H+H Online Scheduler and other platforms; respond to inquiries
• Participate in staff meetings and training
• Possibly travel to Bellevue, Cumberland or Metropolitan sites
• Shifts may start as early as 7 am or as late as 10 am
• Perform other duties as assigned by supervisor or Senior Director

Skills

Customer service

Bilingual languages

Attention to detail

Education

High school diploma or equivalent

Tools

Epic EHR

Cisco Finesse

Infinity Script

CRM platform

MyChart

H+H Online Scheduler

Job description

Marketing Statement

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers.

Marketing Statement

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers. At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Duties & Responsibilities

The Contact Center Representative may be the patient’s first point of contact and serves as a liaison between patient, provider, practices and clinics as well as insurance providers. They are committed to providing exceptional patient experience in supporting and scheduling Ambulatory Care appointments across the enterprise and responding to patient inquiries.

General Tasks And Responsibilities Include

• Provides professional and high-quality customer service to patients through adherence to scripts, workflows and in compliance with corporate policies and procedures.
• Schedule, confirm and cancel appointments for patients
• Complete patient registration: insurance verification, update all patient demographic information, create hospital (HAR) accounts.
• Performs basic chart review
• Take messages for providers, warm transfer calls to other departments within the facilities, and elevate other unresolved patient requests to the responsible parties.
• Assist the patients in their preferred language with bi-lingual services by using Interpreter Services
• Participates in Managed Care plan audits which affects facility incentives and reimbursement
• Participates in outbound projects that reengage/ take a more proactive approach to managing unique patient populations
• Use of Cisco-Finesse application to manage calls in queue and to optimize patient experience
• Interacts with patients and respond to inquiries via MyChart, H+H Online Scheduler and other omnichannel communication platforms; some assigned duties may include offline work like MyChart patient inquiries, web chat, appointment review or assistance, etc.
• Participates in staff meetings, refresher training and continuing education
• Travel and/or relocation to one of the following sites may be required: Bellevue, Cumberland or Metropolitan
• Position may require staff to work one of multiple shifts that could start as early as 7 am and as late as 10 am
• Performs other related duties as assigned by supervisor, Assistant Director or Senior Director.

Minimum Qualifications

• A high school diploma or its educational equivalent; and
• Six (6) months of full-time satisfactory clerical experience and/or experience interacting with the public, such as processing sales; taking, processing, and delivering orders; obtaining and dispensing information; listening to and resolving customers concerns, problems, and complaints; and/or performing related customer service activities.

Skills Requirement

Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.

Department Preferences

• Personal computer software, hospital service workflows, call center operations, customer service and with strong communication skills
• Highly detail-oriented with the ability to properly prioritize
• Administrative or customer service support background, preferably in a high-volume contact center environment or medical environment
• Bilingual (speaking & writing) in Hindi, Spanish, French, Mandarin, Cantonese, Bengali, Creole, Russian, Polish, Korean, Albanian, Arabic, Urdu
• Self-motivated with the ability to work independently
• Critical thinking
• Two years of experience, preferably in customer service, preferable in a contact center environment or in a medical environment
• Electronic Health Records System (Epic)
• Cisco Finesse
• Infinity Script
• Insurance portal websites
• Customer Relationship Management (CRM) platform
• Omnichannel platforms (MyChart), chat