Associate Customer Service Representative (Florida)

Northwell Health•Jacksonville, FL

About The Position

Manages low-complexity patient calls through the Health System’s enterprise-wide centralized call center. The role supports patient needs and Health System goals by helping with appointment scheduling, messaging physicians about matters such as test results, clinical advice, and medication requests, and navigating patients through the Health System. The representative resolves straightforward issues and works to ensure patient satisfaction. The position handles routine inbound and outbound patient calls, uses guided decision support technology to schedule appointments, registers patients and verifies insurance eligibility, and documents interactions. The representative follows escalation procedures for clinically urgent issues and refers complex or unfamiliar questions to senior team members. The role also supports accurate registration, patient confidentiality, teamwork, and a positive patient experience.

Requirements

High school education or equivalent is required.

Nice To Haves

0–3 years of customer service experience preferred.

Responsibilities

Provide a high-quality patient experience by handling low-complexity service and support calls through the centralized call center.
Respond to inbound and outbound calls about basic scheduling, routine messages to physicians, and other straightforward patient requests.
Follow escalation procedures when patients report clinically urgent issues beyond the scope of the Associate role.
Escalate complex questions, problems, and unfamiliar situations to senior team members.
Schedule routine patient appointments using guided decision support technology.
Register patients and verify insurance eligibility.
Use independent judgment to address 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 to appropriate resources for more complex needs.
Identify recurring trends in patient inquiries and suggest potential process improvements.
Support revenue cycle goals by collecting accurate patient demographic information for standard registration.
Maintain patient health information and protect 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, knowledge bases, and other reference materials to answer general inquiries.
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.