OverviewJoin our team as a day shift , full-time , Call Center Communications Representative in Westwood, NJ. Fulf illing your purpose begins here: People First, Always . Here's how we take care of our people:
- Medical, vision, dental health insurance, health savings account / flexible spending, competitive pay, paid time off, 401k retirement plan with company match, employee assistance program and more .
Your team is bigger than your department:
- Hackensack Meridian Pascack Valley Medical Center is a 128-bed, full-service, acute-care community hospital with a new emergency department, a state-of-the-art maternity center, a women's imaging center, and an ICU.
- We believe healthcare is a team sport and every player has something to contribute . We show compassion, celebrate differences and treat one another with respect.
Responsibilities
- Multi-specialty practice, managing five offices appointments, and 40+ Providers
- Complying with HIPAA regulations, privacy, and confidentiality over the phone and in all written communications.
- Ability to work in an environment where practices and protocols are always changing; can easily adapt and work successfully
- Be a liaison and an advocate for the Patients and family members when communicating within the Practice
- Communicate effectively and professional in all aspects of communication (telephone, email, instant messaging)
- Excellent time management skills when on and off phones
- Professionalism and exceptional customer services skills when managing Patients and working with Practices and Providers
- Utilize EMR to schedule, cancel, reschedule appointments and perform detailed communication within the application throughout the Practice
- Respond to incoming calls in a timely fashion. Calls originate from Patients, Hospitals, and outside Providers; professionalism and courtesy is required.
- Knowledge and/or ability to work a computer-based call system to answer, transfer, etc. all calls
- Knowledge of Microsoft Outlook, Microsoft Teams, or similar instant messaging tool
- After completing Patient Services Training and Probationary Period; capacity to work in a Call Center environment and ability to communicate and cooperate in a Team setting
- Maintain Call Center Metrics of:
- Less than 5% Daily Abandonment Rate
- Less than 25% Idle Time
- Maintain Minimum Monthly Call Volume Average ( as determined by Monthly Call Volume & Staffing)
- Monthly Call Monitor Assessments to ensure Practice Protocols and Basic Customer Service Skills are utilized (no less than 85%)
- Other responsibilities assigned by Management or Providers; as needed.
QualificationsJob Requirements:
- Proficient with Microsoft Applications and working with dual monitors
- Familiarity with medical terminology
- Familiarity with EMR systems
- Ability to type and document clearly and accurately caller conversations.
Preferred Job Requirements:
- Associates, High School Diploma, or GED equivalent; Higher education may be substituted for experience