Join Our Team: Empowering New Yorkers to Live the Healthiest Life Possible
NYC Health + Hospitals is the largest public health care system in the United States, dedicated to delivering high-quality care to over one million New Yorkers every year. Our mission is to empower every New Yorker, without exception, to live the healthiest life possible. We are seeking a results-driven Contact Center Representative - Patient Experience and Engagement to join our team in Bellevue, WA, with a remote work option. As a key member of our Contact Center team, you will play a critical role in connecting patients to care, providing exceptional patient experiences, and supporting our ambulatory care facilities and providers.
About Our Organization
NYC Health + Hospitals is a large health system consisting 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, without exception, to live the healthiest life possible. We believe in rewarding talent and offer a comprehensive benefits package, including a competitive salary, comprehensive health benefits, retirement savings and pension plans, loan forgiveness programs, paid holidays and vacation, college tuition discounts, and professional development opportunities.
Job Summary
The Contact Center Representative - Patient Experience and Engagement serves as the front line of our organization, often connecting patients to care as the first point of contact. The successful candidate will be a liaison between patients, providers, practices, clinics, and insurance providers, providing exceptional patient experiences and supporting ambulatory care appointments across the enterprise. This role requires a strong and diverse skillset in relevant areas to drive success, including excellent communication and customer service skills, attention to detail, and the ability to work independently.
Key Responsibilities
- Provides professional and high-quality customer service to patients through adherence to scripts, workflows, and in compliance with corporate policies and procedures.
- Schedules, confirms, and cancels appointments for patients.
- Completes patient registration, including insurance verification, updates patient demographic information, and creates hospital (HAR) accounts.
- Performs basic chart review.
- Takes messages for providers, warm transfers calls to other departments within the facilities, and escalates other unresolved patient requests to the responsible parties.
- Assists patients in their preferred language with bi-lingual services by using Interpreter Services.
- Participates in Managed Care plan audits, which affect facility incentives and reimbursement.
- Participates in outbound projects that reengage/take a more proactive approach to managing unique patient populations.
- Uses Cisco-Finesse application to manage calls in queue and optimize patient experience.
- Interacts with patients and responds to inquiries via MyChart, H+H Online Scheduler, and other omnichannel communication platforms.
- Participates in staff meetings, refresher training, and continuing education.
- 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.
Essential Qualifications
- A high school diploma or its educational equivalent.
- 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.
- Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.
Preferred Qualifications
- Administrative or customer service support background, preferably in a high-volume contact center environment or medical environment.
- Certified Bilingual (speaking & writing).
- Experience with personal computer software, hospital service workflows, call center operations, and customer service.
- Strong communication and critical thinking skills.
- Highly detail-oriented with the ability to properly prioritize.
- Self-motivated with the ability to work independently.
What We Offer
NYC Health + Hospitals offers a comprehensive benefits package, including:
- Comprehensive Health Benefits for employees hired to work 20+ hrs. per week.
- Retirement Savings and Pension Plans.
- Loan Forgiveness Programs for eligible employees.
- Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts.
- College tuition discounts and professional development opportunities.
- Multiple employee discounts programs.
Career Growth Opportunities and Learning Benefits
At NYC Health + Hospitals, we are committed to the growth and development of our employees. We offer:
- Opportunities for professional growth and advancement.
- Training and development programs to enhance skills and knowledge.
- Mentorship programs to support career goals.
- Education assistance programs to support further education.
Work Environment and Company Culture
Our work environment is dynamic and fast-paced, with a strong focus on patient-centered care. We value:
- Diversity, equity, and inclusion.
- Collaboration and teamwork.
- Innovation and creativity.
- Patient-centered care.
- Employee engagement and satisfaction.
How to Apply
If you are a motivated and compassionate individual who is passionate about delivering exceptional patient experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your cover letter and resume, through our online application portal.
We look forward to hearing from you and discussing this opportunity further.
Apply Now