Contact Center Representative

Hackensack Meridian Health; Woodbridge Township (NJ); Hybrid; USD 25,000 - 35,000; Full time

Job summary

Hackensack Meridian Health in New Jersey is seeking a Contact Center Representative to handle multi-channel inquiries, schedule and register patients, and deliver first-contact resolution with compassionate customer service.

Initial onsite training lasts about six weeks at Iselin and Tinton Falls. After training, a hybrid work model may be available, with schedules 7:30 AM–7:00 PM (Mon–Fri) and 8:30 AM–12:00 PM on Saturdays.

Qualifications

• High School diploma or GED required.
• Minimum 1 year in a customer service or call center.
• Strong verbal and written communication skills.
• Proficient with computer systems including EPIC, Google Suite, MS Office.

Responsibilities

• Answer calls, emails, and chats to schedule, reschedule, or cancel appointments.
• Pre-register new patients and verify/update demographics and insurance.
• Coordinate with practices and insurers to obtain authorizations.

Skills

Customer service

Phone skills

Communication

Computer skills

Education

High School diploma / GED

GED equivalent programs

Tools

EPIC

Google Suite

Microsoft Office

Job description

Description

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

Description

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.

Responsibilities

• Answer incoming calls, emails, and chats to accurately schedule, reschedule, or cancel appointments according to guidelines and established protocols.
• Perform new patient pre-registration. Positively verify/update patient identity, demographics, insurance, and all other data as required.
• Collaborate with patients, medical practices, and various insurance companies to ensure that authorizations are obtained in a timely fashion.
• Ensure accuracy in all required demographic, financial, referral/authorization, clinical, and other registration data is accurately scheduled, collected, verified, and communicated.
• Utilize the current Electronic Health Record (EHR), currently EPIC, to perform transactions and accurately and efficiently document and route messages to the appropriate practice.
• Respond to patient portal requests and educate patients on the use and benefits of the patient portal.
• Assist with locating a primary care or specialty provider with appropriate referrals within the health system.
• Collaborate, communicate, and coordinate to create a positive patient experience.
• Assist patients with any questions and resolve calls with minimal outside direction by researching and exploring answers, alternative solutions, implementing solutions, and escalating unresolved problems.
• Must meet specific performance metrics of productivity and quality assurance.
• Adhere to all established workflows, scripting, and department call flow.
• Demonstrate appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness, and other skills as identified to interact with a variety of customers, including but not limited to patients, practice staff, physicians, colleagues, and leaders.
• Other duties and/or projects as assigned.
• Adheres to HMH Organizational competencies and standards of behavior.

Qualifications

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.

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.

Job Duties

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. Minimum rate of $21.78 Hourly