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About the Role

The Patient Access Representative, with multitasking duties in Call Center and Referrals, is crucial for patient retention. This role serves as the initial point of contact for customers, responsible for delivering high-quality customer service efficiently. The representative will handle most incoming calls, screen them for appropriate routing, and maintain a professional image through telephone interactions while adhering to HIPAA regulations.

Responsibilities

Answer incoming calls within three (3) rings, adhering to organizational call standards.
Respond to all inquiries in a highly professional and courteous manner, communicating information clearly, accurately, and completely.
Assist callers in identifying and resolving needs or concerns to ensure patient satisfaction and retention.
Assist in training new staff and provide support through a buddy system.
Transfer customer calls to the appropriate party when unable to provide requested information.
Search for and enter information into the computer, managing multiple browser screens while on the phone.
Document all calls as necessary, noting caller name, date, time, and patient statement.
Field questions regarding services, hours of operation, locations, and directions.
Guide callers regarding PCP changes, visits, or health promotions.
Conduct outreach preventive care reminder calls.
Verify and update patient insurance and demographic information.
Identify workflow improvements and policy/procedure development.
Assist with continuity of care by scheduling, cancelling, and rescheduling appointments.
Identify the type of appointment needed to accommodate patients.
Prepare and maintain daily reports and spreadsheets.
Operate effectively in a team-oriented Call Center environment.
Provide great customer service through professional dress code and respectful communication.
Collect data for regulatory agency reviews and performance improvement purposes.

Requirements

High School Diploma or GED.
No less than 2 years of customer service experience.
Three (3) or more years of experience as a Call Center Representative or multiple-position customer center call operator.
Excellent interpersonal skills.
Ability to communicate with patients in a professional tone of voice.
Ability to interact with coworkers and professional staff.
Ability to function in a fast-paced environment.
Must be bilingual (fluent in the languages of the patient population served).
Demonstrate effective written and verbal skills.
Ability to sit for extended periods at a desk while operating a keyboard and answering calls.
Ability to perform repetitive motion (keyboarding and note taking).
Extended periods of headset use are required.
Occasionally lift and/or move up to ten (10) pounds.
Specific vision abilities required include close vision and long periods of viewing a computer screen.

Skills

Customer service skills
Multitasking
Call center operations
Referrals
HIPAA Privacy and Security regulations
Telephone etiquette
Computer proficiency
Data entry
Documentation
Interpersonal communication
Teamwork
Professionalism

Location

Bronx, NY 10453

Work Type

Full-time

Experience Level

2+ years customer service
3+ years call center representative

Education Level

Associate Degree preferred
High School Diploma or GED

Salary/Compensations

$20.00 - $22.67 Hourly