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Patient and Customer Experience,
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Human Resources
**Customer Service Representative- Pipeline**
NSHS Parent and Shared Service, Jacksonville, FL
Requisition : 23261 Profession : Future Opportunities Specialty: Customer Service Service Line: Human Resources 9:00 AM 5:00 PM
**Job Description**
**Company Overview**
Were hiring outstanding Patient Access Representatives to join Northwell Healths access center in Jacksonville, FL. If you are someone who takes pride in providing exceptional customer service and patient care, we want to hear from you. Northwell Health is the largest healthcare system in the state of New York with over 75,000 employees.
**Job Summary**
Handle Inbound and outbound calls for Northwell Health Facilities. Assist patients requesting information regarding doctors appointments, health insurance information, prescription refills, etc. Fulfills patient needs, resolves issues and ensures patient satisfaction.
**Responsibilities and Duties**
Must be located within 75 miles of Jacksonville, FL.
* Assists patients in making appointments for various clinical services.
* Identifies specific patient needs to determine appropriate appointment type, location and urgency.
* Obtains necessary demographic and insurance information and enters data into department computer system.
* Verifies insurance coverage and other related data with third party carriers for scheduled appointments/procedures.
* Determines if patient requires language interpretation, wheelchair and/or transportation accommodations and facilitates scheduling of services.
* Communicates clear instructions and education related to scheduled services utilizing appropriate guidelines.
* Facilitates appointment requests received through centralized online forum.
* Uses procedures, policy manuals, knowledge-base and other reference materials to assist in answering various general inquiries and issues.
* Triages specific and complex inquiries to appropriate resource.
* Documents patient inquiries, issues, transactions and other relevant information into department computer system.
* Identifies unusual events or consistent problem areas and addresses with management. Suggests methods to simplify, enhance or update procedures.
* Performs related duties as required. (ADA Essential Functions)
**Requirements**
* High School Diploma or equivalent, required. Associates degree and/or 2-3 years recent experience in a healthcare setting or patient access environment is preferred.
* Prior related customer service experience preferred.
* Working knowledge of computer applications and data entry skills required.
* Bi-lingual highly valued, as an additional skill.
**Soft skills**
* Ability to communicate and interact effectively with patients, families, and healthcare providers, required. Strong written and verbal communication skills.
* Ability to be a relationship builder with clients and customers.
* Intermediate level computer skills.
* People who arent afraid to make a difference. Can exude warmth and empathy through the phone.
* Success working in a high volume, fast paced atmosphere/environment.
* Ability to handle challenging interactions via phone call, chat or email.
* Demonstrated timely, consistent job attendance history.
* Strong attention to detail, time management and decision-making skills.
**Additional perks**
* Benefits, bonus potential and Perks.
* We offer competitive pay and great training.
* Best-in-class telephony platform.
* Financially stable company and growing.
* Extensive training including introductory training in technology, healthcare terminology development and customer service-centric soft skills.
Patient and Customer Experience
Future Opportunities
Customer Service
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