Contact Center Escalation Specialist (Assistant Coordinating Manager), Contact Center/Bellevue

NYC Health + Hospitals; New York (NY); On-site; USD 54,000; Full time

Job summary

Join a leading public health care system dedicated to empowering New Yorkers to live healthier lives. As a Contact Center Escalation Specialist, you will be at the forefront of patient care, connecting individuals with essential medical services. This role requires a commitment to exceptional service and effective communication, ensuring that patients receive timely assistance and support. You'll work collaboratively with a passionate team to enhance the patient experience, utilizing advanced technology and innovative solutions. If you thrive in a dynamic environment and are eager to make a difference, this opportunity is perfect for you.

Benefits

Comprehensive Health Benefits

Retirement Savings and Pension Plans

Loan Forgiveness Programs

Paid Holidays and Vacation

College Tuition Discounts

Professional Development Opportunities

Employee Discounts Programs

Qualifications

• 1 year of experience in a supervisory or administrative capacity.
• Experience in a high-volume contact center or medical environment.
• Strong analytical skills for problem-solving.

Responsibilities

• Provide high-quality customer service and manage escalated patient issues.
• Coordinate with clinic staff to resolve patient scheduling problems.
• Assist in planning and delivering training programs for the team.

Skills

Customer Service

Problem Solving

Communication Skills

Detail-oriented

Bilingual

Education

Baccalaureate Degree in Business Administration

Baccalaureate Degree in Community Health

Baccalaureate Degree in Psychology

Tools

MS Office

Electronic Health Records System (Epic)

Customer Relationship Management (CRM)

Cisco-Finesse

MyChart

Job description

NYC Health + Hospitals provided pay range

This range is provided by NYC Health + Hospitals. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$53,370.00/yr - $53,370.00/yr

Marketing Statement

Empower Every New Yorker — Without Exception — to Live the Healthiest Life Possible

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, without exception, to live the healthiest life possible.

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.

Job Description

The New York City Health & Hospital’s Contact Center serves at the front line of our organization often connecting patients to care as the first point of contact. We have a passionate and dedicated team focused on providing the best experience for our patients, Ambulatory Care facilities, and providers. Our team connects patients to needed medical services by partnering with leaders across the system to ensure an efficient and effective workflow is in place. We are also constantly working to improve our technological infrastructure to give patients the best options to communicate with us through their channel of choice.

The Contact Center Escalation Specialist 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. Also serving the Contact Center Representatives in need of escalating patient appointment issues, they are committed to providing exceptional patient experience in supporting and scheduling Ambulatory Care appointments across the enterprise and responding to patient escalation inquiries.

Daily Tasks Include

• Provides professional and high-quality customer service to patients through adherence to scripts, workflows and in compliance with corporate policies and procedures.
• Leverages appointment templates and/or clinic and practice scheduling information to improve and deliver patient-facing services
• Manage and resolve escalated patient scheduling issues from the internal Contact Center and/or insurance provider staff
• For escalated patients, in instances when timely appointments are not available, analyzes barriers and spearheads modifications and/or development of systems and procedures to
• secure sooner appointments. Makes recommendations based on findings and assists to implement them.
• Assists in planning for the escalation team through consultation with managers, colleagues, and care teams in order to coordinate joint objectives.
• Assists in planning, development and may assist in delivery of training programs to maintain proficiency of team members and for use of new tools and implementation of methods and procedures.
• Assists supervisor in the evaluation of escalation team production, helps to revise procedures or helps devise new forms or methods to improve efficiency of work flow.
• Interacts with patients and respond to inquiries via MyChart, H+H Online Scheduler and other omnichannel communication platforms; some duties may include offline work like MyChart patient inquires, web chat, appointment review or assistance, etc.
• Coordinates with clinic and practice staff to resolve patient issues
• Supports Contact Center taking inbound calls during high call volume periods
• Schedules, confirms and cancels appointments for patients
• Completes patient registration: insurance verification, update all patient demographic information, create hospital (HAR) accounts.
• Performs basic chart reviews
• Take messages for providers, warm transfer calls to other departments within the facilities, and escalate other unresolved patient requests to the responsible parties.
• Assists patients with services in their preferred language through the use of Interpreter Services
• Participates in outbound calling and offline projects that reengage/take a more proactive approach to managing unique patient populations
• Pulls regular reports and help with basic data analytics to support Managed Care plan reporting
• Participates in Managed Care plan audits regarding contact center services
• Uses Cisco-Finesse, MyChart and other platforms to optimize patient experience
• Participates in staff meetings, refresher training and continuing education
• 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, Asst Director or Senior Director.
  
  

Minimum Qualifications

• A Baccalaureate Degree from an accredited college or university in Business Administration, Community Health, Psychology or related discipline with one year of full-time experience in a supervisory or administrative capacity in business management systems, general administration, health care and medical/patient systems administration; or,
• A satisfactory combination of education, training and experience.
  
  

Department Preferences

• Highly Detail-oriented with the ability to properly prioritize
• Strong written and verbal communication skills
• Self-motivated with the ability to work independently
• Creative problem solving
• Critical thinking
• Proficient in MS Office
• Customer Relationship Management (CRM) platform
• Electronic Health Records System (Epic)
• Omnichannel platforms (MyChart), chat, text
• Personal computer software, hospital service workflows, call center operations, customer service and with strong communication skills
• Administrative or customer service support background, preferably in a high-volume contact center environment or medical environment
• Bilingual (speaking & writing)
• 3+ years of customer service, preferable in a contact center environment or medical environment
• 3+ years of experience analyzing and solving customer problems
  
  

How To Apply

If you wish to apply for this position, please apply online by clicking the "Apply for Job" button.

If applying online, please include your cover letter in the same file attachment with your uploaded resume.

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Health Care Provider

• Industries

  Hospitals and Health Care

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