Customer Service Representative (Florida)

Northwell Health•Jacksonville, FL

About The Position

Manages patient calls to the Health System's enterprise-wide centralized call center. Assists with appointment scheduling, messaging physicians about test results, clinical advice, medication requests, and other patient needs, and helps patients navigate the Health System. The role supports Health System goals by fulfilling patient needs, resolving issues, and ensuring patient satisfaction. The representative interacts with patients and caregivers by phone, handles inbound and outbound calls, schedules appointments in a complex care setting using guided decision support technology, and completes patient registration and insurance eligibility verification. The role requires assessing callers' needs, using judgment to resolve inquiries, escalating clinically urgent issues through standard processes, and referring complex or unprecedented questions to more senior team members. It also involves protecting confidential patient health information, documenting calls and transactions, and communicating with patients and practices.

Requirements

High school education or equivalent.
1–3 years of customer service experience.

Responsibilities

Interact with patients and caregivers by phone to provide a high-quality patient experience through the centralized call center.
Respond to inbound and outbound calls about scheduling, physician messages, test results, clinical advice, medication requests, and other patient requests.
Follow standard escalation procedures for patients experiencing clinically urgent issues.
Escalate questions, problems, and significant challenges to more senior team members when direction or subject matter expertise is needed.
Schedule patient appointments accurately in a complex care setting using guided decision support technology.
Complete patient registration and verify insurance eligibility.
Assess callers' needs, use critical judgment, and ensure appropriate resolution of inquiries and issues.
Provide first-call resolution and advocate for patients and caregivers.
Monitor access concerns and uncertainties and suggest possible resolutions to optimize outcomes.
Support revenue cycle goals by minimizing potential financial risk through accurate insurance and demographic registration.
Maintain patient health information and protect confidentiality in accordance with HIPAA guidelines.
Support a positive, productive environment through teamwork and communication.
Identify patient needs and use appropriate call-handling practices to help patients navigate the Health System.
Use documented procedures, policy manuals, knowledge bases, and other reference materials to answer general inquiries and resolve 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 contribute to an easy and complete patient experience.