Healthcare Patient Experience Specialist (Call Center)

Northwell Health; Melville (NY); On-site; USD 25,000 - 30,000; Full time

Job summary

Northwell Health in Melville, NY is seeking a patient services representative to manage calls in a centralized call center, schedule appointments, and relay messages to physicians. You will assist patients with access and navigation through our health system while maintaining confidentiality and accuracy in all data handling.

The role emphasizes strong customer service, teamwork, and the ability to resolve routine issues with guided decision support tools.

Qualifications

• High School Education or equivalent, required.
• 1-3 years of customer service experience.

Responsibilities

• Interacts with patients and caregivers via phone to provide best-in-class patient experience through the Health System's centralized call center. Performs a variety of technical service/support duties that may require practical or specialized knowledge.
• Respond to inbound and outbound patient calls related to scheduling, messages to physician (test results, clinical advice, medication request, ect.), and other patient requests.
• Follows standard escalation process for patients experiencing clinically urgent issues.
• Escalates questions, problems, and significant challenges to more senior team members for direction or subject matter expertise on new or unprecedented assignments.
• Accurately schedule patient appointments in a complex care setting using guided decision support technology.
• Fully register and verify insurance eligibility.
• Exercises independent judgment on basic or moderately complex issues regarding job and related tasks.
• Assesses the callers need, responds with critical judgment, and ensures the appropriate resolution for the inquiry or issue.
• Provides first call resolution and advocates for patients/care givers.
• Proactively monitors areas of concern or uncertainty related to access issues and suggest possible resolutions to optimize best outcome.
• Supports revenue cycle goals by minimizing potential financial risk through accurate patient insurance and demographic registration activities.
• Maintains patient health information and protects confidentiality in accordance with HIPPA guidelines.
• Promotes a positive and productive environment, supporting teamwork and communication.
• Identifies specific patient needs and uses the appropriate call handling technique practices while supporting the patient on how to navigate the health system.
• Uses documented procedures, policy manuals, knowledgebase, and other reference materials to assist in answering various general inquiries and issues.
• Documents inquiries, issues, transactions, and other relevant information for health system tracking.
• Communicates clearly and timely with patients and interfaces with practices.
• Performs other related duties pertinent to delivering an easy and complete experience for the patient.

Job description

Northwell Health in Melville, NY is seeking a patient services representative to manage calls in a centralized call center, schedule appointments, and relay messages to physicians. You will assist patients with access and navigation through our health system while maintaining confidentiality and accuracy in all data handling.

The role emphasizes strong customer service, teamwork, and the ability to resolve routine issues with guided decision support tools.