Clerical Associate, Contact Center Representative

Contact Center RepresentativeNYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city's five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers. At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons. Work Shifts: 9:00 A.M – 5:00 P.MDuties & Responsibilities The Contact Center Representative may be the patient's first point of contact and serves as a liaison between patient, provider, practices and clinics as well as insurance providers. They are committed to providing exceptional patient experience in supporting and scheduling Ambulatory Care appointments across the enterprise and responding to patient inquiries. General Tasks and Responsibilities Include: Provides professional and high-quality customer service to patients through adherence to scripts, workflows and in compliance with corporate policies and procedures. Schedule, confirm and cancel appointments for patients Complete patient registration: insurance verification, update all patient demographic information, create hospital (HAR) accounts. Performs basic chart review Take messages for providers, warm transfer calls to other departments within the facilities, and escalate other unresolved patient requests to the responsible parties. Assist the patients in their preferred language with bi-lingual services by using Interpreter Services Participates in Managed Care plan audits which affects facility incentives and reimbursement Participates in outbound projects that reengage/ take a more proactive approach to managing unique patient populations Use of Cisco-Finesse application to manage calls in queue and to optimize patient experience Interacts with patients and respond to inquiries via MyChart, H+H Online Scheduler and other omnichannel communication platforms; some assigned duties may include offline work like MyChart patient inquiries, web chat, appointment review or assistance, etc. Participates in staff meetings, refresher training and continuing education Travel and/or relocation to one of the following sites may be required: Bellevue, Cumberland or Metropolitan Position may require staff to work one of multiple shifts that could start as early as 7 am and as late as 10 am Performs other related duties as assigned by supervisor, Assistant Director or Senior Director. Minimum Qualifications1. A high school diploma or its educational equivalent; and 2. Six (6) months of full-time satisfactory clerical experience and/or experience interacting with the public, such as processing sales; taking, processing, and delivering orders; obtaining and dispensing information; listening to and resolving customers concerns, problems, and complaints; and/or performing related customer service activities.