Contact Center Representative - Iselin (Metropark)

Hackensack Meridian Health•Iselin, NJ

5d•Hybrid

About The Position

The Contact Center Representative will handle multi-channel requests in a fast-paced centralized contact center environment, interacting with patients, families and clinical staff to schedule appointments, register patients and handle other medical requests. This role interacts with a diverse customer base to assist with questions, concerns or problems with a focus on first contact resolution, providing exceptional customer service, striving to anticipate and meet the needs of HMH consumers, treating all consumers and colleagues with dignity and respect, and working collaboratively to achieve quality and performance standards. Multiple hybrid positions open in both our Iselin and Tinton Falls locations Hybrid positions with 90% work from home and 10% working onsite after completing the fully onsite training period of approximately 6 weeks at the start of employment and candidates need to be available for the entire duration. Training can require you to travel to both locations. Schedules are created between 7:30am - 7:00pm Monday through Friday as well as Saturdays 8:30am - 12:00pm (rotating basis as needed). Saturday shift (remote) provides a day off during the week.

Requirements

High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
Minimum of 1 year of previous experience working in a customer service, customer facing (i.e., retail or hospitality) or call center environment.
Effective verbal, written and interpersonal communication skills.
Strong telephone soft skills gained from prior customer/patient experience in a similar role or in a call center environment type role.
Possess a true patient first attitude, and a passion for assisting patients and delivering a differentiating patient experience on every contact.
Clear speaking voice.
Outstanding work ethic and strong adherence to shift schedule (may include overtime and weekend work).

Nice To Haves

Associate's or Bachelors degree.
1 year of healthcare experience as a Medical assistant or assisting patients in any capacity.
2 years of previous experience working in an inbound call center environment.
Previous experience using EPIC system.
Knowledge of medical terminology, hospital systems, and insurance processes.
Bilingual- Spanish.

Responsibilities

Answer incoming calls, emails and chats to accurately schedule, re-schedule, or cancel appointments according to guidelines and established protocols.
Perform new patient pre-registration. Positively verifies/updates patient identity, demographics, insurance and all other data as required.
Collaborate with patients, medical practices and various insurance companies to ensure that authorizations are obtained in a timely fashion.
Ensures accuracy in all required demographic, financial, referral/authorization, clinical, and other registration data is accurately scheduled, collected, verified, and communicated.
Utilize current Electronic Health Record (Epic) to perform transactions and accurately and efficiently document and route messages to the appropriate practice.
Respond to patient portal requests and educates patients on the use and benefits of the patient portal.
Assists with locating a primary care or specialty provider with appropriate referrals within the health system.
Collaborates, communicates and coordinates to create a positive patient experience.
Assists patients with any questions and resolves calls with minimal outside direction by researching and exploring answers, alternative solutions, implementing solutions, and escalating unresolved problems.
Required to meet specific performance metrics of productivity and quality assurance.
Adheres to all established workflows, scripting, and department call flow.
Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified to interact with a variety of customers including patients, practice staff, physicians, colleagues and leaders.
Performs other job-related duties as required.
Adheres to HMH Organizational competencies and standards of behavior.