Associate Customer Service Representative (Florida)-Jacksonville-Hybrid

Northwell•Jacksonville, FL

2d•Hybrid

About The Position

Manages low complexity patient calls to the Health System's enterprise-wide centralized call center. Assists with appointment scheduling, messaging physicians (test results, clinical advice, medication request, etc.), and patient navigation to support Health System goals. Fulfills patient needs, resolves issues, and ensures patient satisfaction.

Requirements

High School Education or Equivalent, required.
0-3 years of customer service experience, preferred.
Must reside within 60 miles of Jacksonville, FL.

Responsibilities

Provides best-in-class patient experience via phone through the Health System's centralized call center, handling lower complexity technical service/support duties and inquiries.
Responds to inbound and outbound patient calls related to basic scheduling needs, routine messages to physicians (e.g., standard test result notifications, general clinical advice, medication refill requests), and other straightforward patient requests.
Follows standard escalation process for patients experiencing clinically urgent issues, recognizing situations beyond the scope of the Associate role.
Escalates complex questions, problems, and unfamiliar scenarios to more senior team members for guidance and support.
Schedules routine patient appointments using guided decision support technology.
Fully register and verify insurance eligibility.
Exercises independent judgment on basic issues related to routine tasks.
Assesses callers' basic needs, provides appropriate information, and resolves straightforward inquiries.
Provides first call resolution for low complexity issues and directs patients/caregivers to appropriate resources for more complex needs.
Identifies recurring trends in patient inquiries and suggests potential process improvements for common issues.
Supports revenue cycle goals by ensuring accurate patient demographic information is collected for standard registration processes.
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.