Contact Center Representative
Overview
Our team members are the heart of what makes us better.
At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.
Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.
The Contact Center Representative will handle multi-channel requests in a fast-paced, centralized contact center environment, interacting with patients, families, and clinical staff to schedule appointments, register patients, and handle other medical requests. This role interacts with a diverse customer base to assist with questions, concerns, or problems with a focus on first contact resolution, providing exceptional customer service, striving to anticipate and meet the needs of HMH consumers, treating all consumers and colleagues with dignity and respect, and working collaboratively to achieve quality and performance standards.
To set you up for success, you will begin with a fully onsite training program for approximately 6 weeks. Please note, training can require you to travel to both our Iselin and Tinton Falls locations. After training we do offer the opportunity to work in a hybrid model.
We have multiple positions open at our Iselin locations with schedules between 7:30 AM and 7:00 PM, Monday - Friday and Saturdays 8:30am - 12:00pm.
Responsibilities
A day in the life of a Contact Center Representative at Hackensack Meridian Health includes:
- Answer incoming calls, emails, and chats to accurately schedule, reschedule, or cancel appointments according to guidelines and established protocols.
- Perform new patient pre-registration. Positively verify/update patient identity, demographics, insurance, and all other data as required.
- Collaborate with patients, medical practices, and various insurance companies to ensure that authorizations are obtained in a timely fashion.
- Ensure accuracy in all required demographic, financial, referral/authorization, clinical, and other registration data is accurately scheduled, collected, verified, and communicated.
- Utilize the current Electronic Health Record (EHR), currently EPIC, to perform transactions and accurately and efficiently document and route messages to the appropriate practice.
- Respond to patient portal requests and educate patients on the use and benefits of the patient portal.
- Assist with locating a primary care or specialty provider with appropriate referrals within the health system.
- Collaborate, communicate, and coordinate to create a positive patient experience.
- Assist patients with any questions and resolve calls with minimal outside direction by researching and exploring answers, alternative solutions, implementing solutions, and escalating unresolved problems.
- Must meet specific performance metrics of productivity and quality assurance.
- Adhere to all established workflows, scripting, and department call flow.
- Demonstrate appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness, and other skills as identified to interact with a variety of customers, including but not limited to patients, practice staff, physicians, colleagues, and leaders.
- Other duties and/or projects as assigned.
- Adheres to HMH Organizational competencies and standards of behavior.
Qualifications
Education, Knowledge, Skills and Abilities Required:
- High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
- Minimum of 1 year of previous experience working in a customer service, customer-facing (i.e., retail or hospitality), or call center environment.
- Effective verbal, written, and interpersonal communication skills.
- Strong telephone soft skills gained from prior customer/patient experience in a similar role or in a call center environment type role.
- Possess a true patient-first attitude and a passion for assisting patients and delivering a differentiating patient experience on every contact.
- Clear speaking voice.
- Outstanding work ethic and strong adherence to shift schedule (may include overtime and weekend work).
- Proficient computer skills that include but are not limited to Google Suite and/or Microsoft Office platforms. Education,
Knowledge, Skills and Abilities Preferred:
- Associate's or Bachelor's Degree in a relevant area of study.
- Minimum 1 year of healthcare experience as a Medical assistant or assisting patients in any capacity.
- Minimum 2 years of previous experience working in an inbound call center environment.
- Previous experience using the EPIC system.
- Knowledge of medical terminology, hospital systems, and insurance processes.
- Spanish - bilingual.
If you feel the above description speaks directly to your strengths and capabilities, then please apply today!