Patient Representative Call Center

Mount Sinai Medical Center•Miami Beach, FL

2d•Hybrid

About The Position

As Mount Sinai grows, so does our legacy in high-quality health care. Since 1949, Mount Sinai Medical Center has remained committed to providing access to its diverse community. In delivering an unmatched level of clinical expertise, our medical center is committed to recruiting and training top healthcare workers from across the country. We offer the latest in advanced medicine, technology, and comfort in 12 facilities across Miami-Dade (including our 674-bed main campus facility) and Monroe Counties, with 38 medical services, including cancer care, 24/7 emergency care, orthopedics, cardiovascular care, and more. Mount Sinai takes pride in being South Florida's largest private independent not-for-profit hospital, dedicated to continuing the training of the next generation of medical pioneers. Culture of Caring: The Sinai Way Our hardworking, tight-knit community of more than 4,000 dedicated employees fosters an environment of care and compassion. Each member plays a vital role in our collective mission to deliver excellent healthcare through innovation, education, and research. At Mount Sinai, we take pride in our achievements, aiming to be a beacon of quality healthcare in South Florida. We welcome all healthcare professionals to join our thriving community and contribute to our pursuit for clinical excellence.

Requirements

MUST BE BILUNGUAL IN ENGLISH AND SPANISH
1 year of experience in Contact Center or similar role.
Excellent communications skills.
Adept at computer software including office automation tools.
Track record of outstanding customer service

Nice To Haves

Some knowledge of medical terminology or healthcare operations desired.

Responsibilities

Supports patients by efficiently handling incoming calls.
Schedules appointments accurately.
Follows established call flow and workflow processes.
Provides professional, empathetic service.
Utilizes call center and scheduling systems effectively.
Ensures proper documentation, notes, and message handling.
Adheres to schedule expectations.
Demonstrates strong communication and customer service skills.
Follows escalation procedures when needed to support a positive patient experience.
Can follow prescribed call flow for routine scheduling calls.
Consistently demonstrates proper etiquette when receiving, transferring, or placing calls on hold.
Has completed empathy training and understands the importance of this skill.
Demonstrates basic facility with the technology systems in making appointments.
Consistently demonstrates compliance with workflow processes such as wrap codes, CRM, notes, and messages.
For a majority of appointments, is able to make appointments with the right physician within the right timeframe.
Demonstrates understanding of the escalation process for appointments.
Accepts quality assurance feedback and understands improvement opportunities.
Always acts professionally.
Adheres to schedule and is very reliable with attendance.