Customer Service Representative (Florida)

Northwell • Jacksonville, FL

5d • $34,820 - $51,950

About The Position

Manages patient calls to the Health System’s enterprise-wide centralized call center. Supports patients by scheduling appointments, messaging physicians about matters such as test results, clinical advice, and medication requests, and helping patients navigate the Health System. Fulfills patient needs, resolves issues, and promotes patient satisfaction.

Requirements

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

Responsibilities

• Interact with patients and caregivers by phone through the Health System’s centralized call center, providing a high-quality patient experience and technical service or support.
• Handle inbound and outbound patient calls about scheduling, messages to physicians, and other requests.
• Follow the standard escalation process for patients experiencing clinically urgent issues.
• Escalate questions, problems, and significant challenges to senior team members when direction or subject-matter expertise is needed.
• Schedule appointments accurately in a complex care setting using guided decision-support technology.
• Complete patient registration and verify insurance eligibility.
• Use independent judgment to address basic or moderately complex issues related to the role.
• Assess callers’ needs, exercise critical judgment, and ensure appropriate resolution of inquiries or issues.
• Resolve issues on the first call and advocate for patients and caregivers.
• Monitor concerns or uncertainty related to access and suggest resolutions to improve outcomes.
• Support revenue-cycle goals by accurately recording patient insurance and demographic information to minimize potential financial risk.
• Maintain patient health information and protect confidentiality in accordance with HIPAA guidelines.
• Promote a positive, productive environment through teamwork and communication.
• Identify patient needs and use appropriate call-handling techniques while helping patients navigate the Health System.
• Use documented procedures, policy manuals, knowledge bases, 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 coordinate with practices.
• Perform other related duties that contribute to an easy and complete patient experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED