Clerical Associate Level IV - Provisional

About the role

Marketing statement NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers. At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Responsibilities

• The Contact Center Representative may be the patient’s first point of contact and serves as a liaison between patient, provider, practices and clinics as well as insurance providers.
• They are committed to providing exceptional patient experience in supporting and scheduling Ambulatory Care appointments across the enterprise and responding to patient inquiries.
• Provides professional and high-quality customer service to patients through adherence to scripts, workflows and in compliance with corporate policies and procedures.
• Schedule, confirm and cancel appointments for patients
• Complete patient registration: insurance verification, update all patient demographic information, create hospital (HAR) accounts.
• Performs basic chart review
• Take messages for providers, warm transfer calls to other departments within the facilities, and escalate other unresolved patient requests to the responsible parties.
• Assist the patients in their preferred language with bi-lingual services by using Interpreter Services
• Participates in Managed Care plan audits which affects facility incentives and reimbursement
• Participates in outbound projects that reengage/ take a more proactive approach to managing unique patient populations
• Use of Cisco-Finesse application to manage calls in queue and to optimize patient experience
• Interacts with patients and respond to inquiries via MyChart, H+H Online Scheduler and other omnichannel communication platforms; some assigned duties may include offline work like MyChart patient inquiries, web chat, appointment review or assistance, etc.
• Participates in staff meetings, refresher training and continuing education
• Travel and/or relocation to one of the following sites may be required: Bellevue, Cumberland or Metropolitan
• Position may require staff to work one of multiple shifts that could start as early as 7 am and as late as 10 am
• Performs other related duties as assigned by supervisor, Assistant Director or Senior Director.

Qualifications

Minimum Qualifications: A high school diploma or its educational equivalent; and Six (6) months of full-time satisfactory clerical experience and/or experience interacting with the public, such as processing sales; taking, processing