Call Center Team Member
About the Role
The Call Center Team Member is the first point of patient contact to the Cayuga Health System. This non-clinical position requires excellent customer service skills and exceptional phone etiquette. No medical experience is necessary or required. On-the-job training will take place during the first month, including 2 weeks of onsite training in Ithaca, NY.
Responsibilities
- Maintain professionalism while answering calls and addressing community questions about primary care needs and COVID testing.
- Comfortably engage with patients on the phone while navigating registration websites and EMR systems simultaneously.
- Provide patient results and relay messages from providers; transfer calls to the clinical team as needed.
- Escalate calls to the management team when necessary.
- Perform outbound calling to patients and offices to ensure continuity of care.
- Demonstrate critical thinking and quick, accurate typing skills.
- Navigate multiple screens and computer systems efficiently.
- Perform other tasks and duties as assigned.
Requirements
- High School Diploma or GED.
- Comfort with multitasking.
- Experience with Medent or Epic preferred.
- Customer service or call center experience preferred.
Physical Requirements
- Ability to remain in a stationary position 50% or more of the time.
- Capability to exchange accurate information verbally.
- Occasional need to move light objects up to 20 pounds.
About Cayuga Health
Cayuga Health is the region's leading healthcare system, dedicated to equitably improving the well-being of the communities it serves. The organization empowers its team through competitive compensation, comprehensive benefits, and professional development opportunities. Located in the scenic Finger Lakes region, Cayuga Health offers an outstanding work environment in a vibrant community.
Cayuga Health System is committed to diversity, equity, and inclusion, striving to recognize and overcome biases to ensure equitable healthcare access and outcomes for all.