Contact Center Representative

Hackensack Meridian Health; Woodbridge Township (NJ); On-site; USD 2,475,000 - 3,525,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid leave

Tuition reimbursement

Retirement benefits

Job summary

Hackensack Meridian Health (HMH) is seeking a Contact Center Representative to handle multi-channel requests in a fast-paced centralized environment. You will schedule appointments, register patients, and address medical inquiries with a focus on first-contact resolution and exceptional service.

Training runs ~6 weeks onsite, with potential for hybrid work post-training. Roles are based at Iselin and Tinton Falls, with shift options between 7:30 AM–7:00 PM Mon–Fri and Sat 8:30 AM–12:00 PM.

Qualifications

• High School diploma, GED, or equivalent.

Responsibilities

• Handle multi-channel requests to schedule appointments and register patients.

Skills

Customer service

Communication

Phone etiquette

Computer skills

Spanish

Education

High School diploma / GED

Tools

EPIC system

Job description

Our team members are the heart of what makes us better.

At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Contact Center Representative will handle multi-channel requests in a fast-paced, centralized contact center environment, interacting with patients, families, and clinical staff to schedule appointments, register patients, and handle other medical requests. This role interacts with a diverse customer base to assist with questions, concerns, or problems with a focus on first contact resolution, providing exceptional customer service, striving to anticipate and meet the needs of HMH consumers, treating all consumers and colleagues with dignity and respect, and working collaboratively to achieve quality and performance standards.

To set you up for success, you will begin with a fully onsite training program for approximately 6 weeks. Please note, training can require you to travel to both our Iselin and Tinton Falls locations. After training we do offer the opportunity to work in a hybrid model.

We have multiple positions open at our Iselin locations with schedules between 7:30 AM and 7:00 PM, Monday - Friday and Saturdays 8:30am - 12:00pm.

Education, Knowledge, Skills and Abilities Required:

• High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.

• Minimum of 1 year of previous experience working in a customer service, customer-facing (i.e., retail or hospitality), or call center environment.

• Effective verbal, written, and interpersonal communication skills.

• Strong telephone soft skills gained from prior customer/patient experience in a similar role or in a call center environment type role.

• Possess a true patient-first attitude and a passion for assisting patients and delivering a differentiating patient experience on every contact.

• Clear speaking voice.

• Outstanding work ethic and strong adherence to shift schedule (may include overtime and weekend work).

• Proficient computer skills that include but are not limited to Google Suite and or Microsoft Office platforms.

Knowledge, Skills and Abilities Preferred:

• Associate's or Bachelor's Degree in a relevant area of study.

• Minimum 1 year of healthcare experience as a Medical assistant or assisting patients in any capacity.

• Minimum 2 years of previous experience working in an inbound call center environment.

• Previous experience using the EPIC system.

• Knowledge of medical terminology, hospital systems, and insurance processes.

• Spanish - bilingual.

Minimum rate of $21.78 Hourly

HMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package.

The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non-discriminatory factors, including but not limited to:

• Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness.

• Experience: Years of relevant work experience.

• Education and Certifications: Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training.

• Skills: Demonstrated proficiency in relevant skills and competencies.

• Geographic Location: Cost of living and market rates for the specific location.

• Internal Equity: Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization.

• Budget and Grant Funding: Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered.

Some jobs may also be eligible for performance-based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts.

In addition to our compensation for full-time and part-time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.

HACKENSACK MERIDIAN HEALTH (HMH) IS AN EQUAL OPPORTUNITY EMPLOYER

All qualified applicants will receive consideration for employment without regard to age, race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, breastfeeding, genetic information, refusal to submit to a genetic test or make available to an employer the results of a genetic test, atypical hereditary cellular or blood trait, national origin, nationality, ancestry, disability, marital status, liability for military service, or status as a protected veteran.