Patient Experience Call Center Associate

Northwell; Jacksonville (FL); On-site; USD 22,000 - 30,000; Full time

Job summary

Northwell Health in Jacksonville, FL is seeking a patient services representative to manage calls in the enterprise-wide centralized call center. The role supports appointment scheduling, medical message routing, and patient navigation to ensure a high-quality patient experience.

Responsibilities include handling inbound/outbound calls, verifying insurance, scheduling, and escalating urgent issues as needed.

Qualifications

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

Responsibilities

• Interact with patients via phone to provide best-in-class experience through the centralized call center.
• Respond to scheduling requests, messages to physicians, and other patient inquiries.
• Follow escalation process for urgent clinical issues.
• Escalate questions to senior team members for guidance on new assignments.
• Accurately schedule patient appointments using decision support tools.
• Verify insurance eligibility and complete enrollment/demographics.
• Use independent judgment on basic to moderately complex issues.
• Assess caller needs and provide appropriate resolutions.
• Provide first call resolution and advocate for patients and caregivers.
• Monitor access issues and suggest resolutions to optimize outcomes.
• Support revenue cycle by accurate insurance and demographic registration.
• Maintain patient health information and protect confidentiality (HIPAA).
• Promote a positive environment and teamwork.
• Identify patient needs and guide navigation of the health system.
• Utilize procedures and knowledgebase to answer inquiries.
• Document inquiries and transactions for health system tracking.
• Communicate clearly with patients and practices.
• Perform related duties to ensure a complete patient experience.

Skills

Customer service

Education

High School or equivalent

Job description

Northwell Health in Jacksonville, FL is seeking a patient services representative to manage calls in the enterprise-wide centralized call center. The role supports appointment scheduling, medical message routing, and patient navigation to ensure a high-quality patient experience.

Responsibilities include handling inbound/outbound calls, verifying insurance, scheduling, and escalating urgent issues as needed.