Patient Experience Specialist — Call Center

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

Job summary

Northwell Health is seeking an on-site Patient Care Associate to provide first-line support via the call center. The role focuses on handling basic scheduling, routine messages to physicians, insurance verification, and patient information updates to ensure accurate registration and a smooth patient journey.

The position requires strong communication, a customer-service mindset, and adherence to HIPAA guidelines while contributing to a collaborative team environment in a fast-paced health system.

Qualifications

• High School Education or Equivalent is required.
• 0-3 years of customer service experience preferred.

Responsibilities

• Provides best-in-class patient experience via phone through centralized call center.
• Responds to inbound/outbound patient calls for scheduling, messages to physicians, and routine requests.
• Follows standard escalation process for urgent clinical issues outside the Associate's scope.
• Escalates complex questions to senior team members for guidance.
• Schedules routine patient appointments using guided decision support technology.
• Fully register and verify insurance eligibility.
• Exercises independent judgment on basic routine tasks.
• Assesses callers' needs, provides information, resolves inquiries.
• Provides first call resolution for low complexity issues.
• Identifies recurring trends and suggests process improvements.
• Supports revenue cycle by collecting accurate patient demographics during registration.
• Maintains patient health information and protects confidentiality per HIPAA.
• Promotes a positive environment, supporting teamwork and communication.
• Identifies patient needs and guides navigation of the health system.
• Uses manuals, knowledgebase, and references to answer inquiries.
• Documents inquiries, issues, and transactions for tracking.
• Communicates clearly with patients and interfaces with practices.
• Performs other duties to deliver a complete patient experience.

Skills

Customer service

Phone support

Scheduling

Insurance verification

Education

High School Education or Equivalent

0-3 years customer service experience

Job description

Northwell Health is seeking an on-site Patient Care Associate to provide first-line support via the call center. The role focuses on handling basic scheduling, routine messages to physicians, insurance verification, and patient information updates to ensure accurate registration and a smooth patient journey.

The position requires strong communication, a customer-service mindset, and adherence to HIPAA guidelines while contributing to a collaborative team environment in a fast-paced health system.