Virtual Interview Day - Access Representative Opportunities (Patient Scheduling) - Las Vegas, NV

We have an exciting opportunity to join our team as the first "welcome" for callers on behalf of the NYU Faculty Group Practice (FGP) physician practices. The Access Center Representative will schedule patient appointments and field inquiries, concerns, and requests via inbound calls, instilling loyalty and confidence by anticipating patient needs and providing accurate, efficient service.

Responsibilities

• Respond to multi-channel inquiries from patients, physicians, employees, and other callers regarding appointments, referrals, provider messages, and services within the Patient Access Center in accordance with established NYU FGP guidelines.
• Utilize physician protocols to schedule appointments for NYU FGP specialties and meet established Patient Access Center performance goals.
• Research providers and practices throughout the NYULH network to best meet the patient’s needs.
• Manage conversations with a high level of sensitivity and use good judgment when determining and documenting appropriate disposition.
• Utilize NYU FGP Healthcare systems, Access Center applications, reference materials, and websites to enter patient information, answer patient questions, verify insurance, and perform specific scheduling functions.
• Display characteristics of inquiry, empathy, courtesy, and respect during all interactions.
• Adhere to Patient Access Center call metrics and goals as outlined; complete call processing in an efficient manner while remaining aware of call volumes.
• Proactively keep up to date on all communications and participate in multidisciplinary quality and service improvement teams as appropriate.
• Demonstrate regular, consistent, and punctual attendance and adhere to Patient Access Center policies and procedures.
• Serve as an NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH mission, vision, and values and promoting excellence in the patient experience during every encounter.
• Drive consistency in every patient and colleague encounter by embodying the core principles of our FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign-Off).
• Greet patients warmly and professionally, stating name and role, and clearly communicate each step of the care/interaction as appropriate.
• Work collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries, whether in person, by phone, or via electronic messaging.
• Proactively anticipate patient needs and participate in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), escalating to leadership as appropriate.
• Share ideas or observed areas of opportunity to improve patient experience and patient access with appropriate leadership (e.g., ways to optimize provider schedules, minimize delays, increase employee engagement).
• Partner with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience.
• Take a proactive approach in ensuring practice staff are fully versed in the Access Agreement gold standard principles.

Requirements

• A High School diploma or equivalent is required plus 6 months or more of Contact Center or Customer Service related experience or an equivalent combination of education and experience.

Qualifications

• Experience working within an access/contact center, hospital, clinic, or medical office scheduling environment is highly preferred.
• Qualified candidates must be able to effectively communicate with all levels of the organization.

Benefits

NYU Langone Nevada provides its staff with far more than just a place to work. Our benefits and wellness package includes:

• A robust support system for any stage of life, including career development, starting a family, or saving for retirement.
• Financial security benefits and a generous time-off program.
• Employee resource groups for peer support.
• Access to a holistic employee wellness program focusing on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care.