Contact Center Representative - Bellevue (Clerical Associate Level IV), Call Center <Multiple Vacancies>

As a Contact Center Representative at NYC Health + Hospitals, your primary responsibilities will include providing high-quality customer service to patients, scheduling, confirming, and canceling appointments, and performing patient registration tasks such as insurance verification and demographic updates. You will also be responsible for handling patient inquiries, taking messages for providers, and ensuring efficient communication across various channels. Your role will help facilitate a smooth workflow for patient care and contribute to their overall experience.

To apply for the Contact Center Representative position at NYC Health + Hospitals, you should have a high school diploma or its educational equivalent and at least six months of satisfactory clerical experience or experience working with the public in a customer service capacity. Preferred candidates will have administrative or customer service support experience, especially in a high-volume contact center or medical environment. Being certified bilingual in speaking and writing is a significant advantage.

Essential skills for a Contact Center Representative at NYC Health + Hospitals include excellent communication abilities, a high attention to detail, and strong organizational capabilities. Familiarity with personal computer software and a basic understanding of hospital service workflows and call center operations are also key. Additionally, candidates should be self-motivated and able to work independently, showcasing critical thinking skills to effectively address patient inquiries and needs.

A typical workday for a Contact Center Representative at NYC Health + Hospitals involves providing professional customer service to patients, managing phone calls with the Cisco-Finesse application, and utilizing multiple communication platforms to assist patients. You will spend your day scheduling appointments, verifying information, and ensuring exceptional patient experiences, taking part in training sessions and team meetings as necessary, and contributing to outbound projects to proactively manage patient care. Your role is both dynamic and rewarding, directly impacting the healthcare experience for many.

NYC Health + Hospitals offers a range of professional development opportunities for Contact Center Representatives, including access to college tuition discounts, professional training programs, and ongoing education sessions. The organization encourages staff participation in refresher training and staff meetings, providing a supportive environment that fosters growth and development. This commitment to learning equips employees with the skills needed to excel in their roles and advance within the health system.

When dealing with difficult patients, it's crucial to listen actively and empathize with their concerns. I would reassure the patient that I am here to help them, ask clarifying questions to understand their issue fully, and maintain a calm demeanor. It's essential to follow up on their concerns while adhering to corporate policies and finding a solution or escalating the issue appropriately.

I have extensive experience in scheduling appointments efficiently, ensuring that I follow organizational workflows to minimize patient wait times. I always double-check each appointment for accuracy, confirm patients' needs, and make adjustments if necessary to accommodate special requests, all while maintaining patient confidentiality.

To stay organized in a fast-paced environment, I prioritize my tasks using a digital checklist and notes to keep track of appointments, follow-ups, and pending inquiries. I also make a habit of updating any patient information in real-time and use time management techniques to allocate time slots for each task efficiently, ensuring nothing falls through the cracks.

When assisting a non-English speaking patient, I would utilize interpreter services to facilitate effective communication. It's essential to speak slowly, use simple language, and confirm understanding throughout the conversation. I would make sure the patient feels comfortable and empowered while addressing their needs and concerns.

In my previous customer service roles, I have utilized various contact center technologies, including call management software, CRM systems, and scheduling platforms. I am familiar with using tools like Cisco-Finesse to manage call queues efficiently and MyChart for patient inquiries, ensuring that I can provide optimal service to patients.

In stressful situations, I focus on staying calm and collected. I take deep breaths to manage anxiety and prioritize my tasks to remain efficient. Keeping a positive attitude and relying on effective communication with teammates helps me navigate challenges. I always remind myself to view each interaction as an opportunity to help the patient.

I believe team collaboration is vital in a call center as it fosters a supportive environment where employees can share knowledge, assist each other with challenging cases, and improve service quality. Open communication allows us to tackle any issues together and enhance the patient experience, which is our ultimate goal.

To stay updated on changes in policies and procedures, I regularly attend staff meetings and training sessions. I actively participate in refresher courses and utilize internal communications like newsletters and emails to remain informed about any important updates that might affect my role and the patients we serve.

Once, a patient had difficulty securing an appointment for a specialized treatment. I took the extra step to personally follow up on their case, liaising with the appropriate department to ensure they received timely care. The patient expressed tremendous gratitude, and knowing I made a difference in their healthcare experience was incredibly rewarding.

My motivation comes from the desire to support individuals in their healthcare journey. I appreciate the opportunity to assist patients at a time when they might be vulnerable or in need of guidance. Contributing to their positive experience makes my role in healthcare truly fulfilling.