Associate Customer Service Representative (Florida)

Northwell•Jacksonville, FL

5d•$30,910 - $45,440

About The Position

Manages low-complexity patient calls for the Health System’s enterprise-wide centralized call center. Supports patients with appointment scheduling, messages to physicians about matters such as test results, clinical advice, and medication requests, and navigation through the Health System. The role fulfills patient needs, resolves issues, and supports patient satisfaction and Health System goals. The representative handles routine inbound and outbound calls, registers patients and verifies insurance eligibility, documents interactions, and protects confidential patient health information. The position uses guided decision-support technology and reference materials to resolve straightforward inquiries, while following escalation procedures for urgent clinical matters and referring complex or unfamiliar situations to senior team members.

Requirements

High school education or equivalent is required.

Nice To Haves

0–3 years of customer service experience is preferred.

Responsibilities

Provide a high-quality patient experience by phone while handling lower-complexity service and support inquiries.
Respond to inbound and outbound patient calls about basic scheduling, routine physician messages, and other straightforward requests.
Follow established escalation procedures for clinically urgent issues and matters beyond the Associate role’s scope.
Refer complex questions, problems, and unfamiliar scenarios to senior team members.
Schedule routine patient appointments using guided decision-support technology.
Register patients and verify insurance eligibility.
Use independent judgment on basic issues related to routine tasks.
Assess callers’ basic needs, provide appropriate information, and resolve straightforward inquiries.
Resolve low-complexity issues on the first call and direct patients or caregivers with more complex needs to appropriate resources.
Identify recurring inquiry trends and suggest process improvements for common issues.
Collect accurate patient demographic information to support standard registration and revenue cycle goals.
Maintain patient health information and protect its confidentiality in accordance with HIPAA guidelines.
Support a positive and productive environment through teamwork and communication.
Identify patient needs, use appropriate call-handling techniques, and help patients navigate the Health System.
Use documented procedures, policy manuals, the knowledge base, and other reference materials to answer general inquiries and address issues.
Document inquiries, issues, transactions, and other relevant information for Health System tracking.
Communicate clearly and promptly with patients and interface with practices.
Perform other related duties that support an easy and complete patient experience.