Northwell Health is seeking a Bilingual Spanish Customer Service Representative to manage patient calls at their centralized call center in Jacksonville, Florida. The role involves assisting with appointment scheduling, resolving patient issues, and ensuring a high level of patient satisfaction.
Responsibilities
- Interacts with patients and caregivers via phone to provide best-in-class patient experience through the Health System's centralized call center. Performs a variety of technical service/support duties that may require practical or specialized knowledge
- Respond to inbound and outbound patient calls related to scheduling, messages to physician (test results, clinical advice, medication request, ect.), and other patient requests
- Follows standard escalation process for patients experiencing clinically urgent issues
- Escalates questions, problems, and significant challenges to more senior team members for direction or subject matter expertise on new or unprecedented assignments
- Accurately schedule patient appointments in a complex care setting using guided decision support technology
- Fully register and verify insurance eligibility
- Exercises independent judgment on basic or moderately complex issues regarding job and related tasks
- Assesses the callers need, responds with critical judgment, and ensures the appropriate resolution for the inquiry or issue
- Provides first call resolution and advocates for patients/care givers
- Proactively monitors areas of concern or uncertainty related to access issues and suggest possible resolutions to optimize best outcome
- Supports revenue cycle goals by minimizing potential financial risk through accurate patient insurance and demographic registration activities
- Maintains patient health information and protects confidentiality in accordance with HIPPA guidelines
- Promotes a positive and productive environment, supporting teamwork and communication
- Identifies specific patient needs and uses the appropriate call handling technique practices while supporting the patient on how to navigate the health system
- Uses documented procedures, policy manuals, knowledgebase, and other reference materials to assist in answering various general inquiries and issues
- Documents inquiries, issues, transactions, and other relevant information for health system tracking
- Communicates clearly and timely with patients and interfaces with practices
- Performs other related duties pertinent to delivering an easy and complete experience for the patient
Skills
- Must reside within 60 miles of Jacksonville, FL
- High School Education or equivalent, required
- 1-3 years of customer service experience
Company Overview
Northwell Health is New York State’s largest health care provider and private employer, with 28 hospitals, about 1,000+ outpatient facilities and more than 16,000 affiliated physicians. It was founded in 1997, and is headquartered in Manhasset, New York, USA, with a workforce of 10001+ employees. Its website is https://feinstein.northwell.edu/.Company H1B Sponsorship
Northwell Health has a track record of offering H1B sponsorships, with 18 in 2021, 13 in 2020. Please note that this does not guarantee sponsorship for this specific role.