Customer Service Representative-Digital Health Liaison - Military Veterans
at HERC- Upper MidWest
Customer Service Representative-Digital Health Liaison
Title: Customer Service Representative-Digital Health Liaison
Location: Midtown
Org Unit: FDTC Access Center
Work Days:
Weekly Hours: 35.00
Exemption Status: Non-Exempt
Salary Range: $25.60 - $28.96
*As required under NYC Human Rights Law Int 1208-2018 - Salary range for this role when Hired for NYC Offices
Position Summary
Under direction, this role is a secondary resource for access center representatives, responding to access center staff inquiries for guidance on workflows. This role also handles concierge level requests, all chat and Weill Cornell Connect scheduling requests, as well as participates in training initiatives as needed.
Job Responsibilities
- Handles and responds to all 'Chat' scheduling messages via TEAMS based app.
- Monitors and handles all scheduling requests that come in through Weill Cornell Connect folders.
- Identifies, triages, and escalates priority calls through 'Digital HealthCare' skillsets, redirects and transfers calls to the appropriate person or department, as needed.
- Schedules and/or reschedules patient appointments within the practice management system.
- Obtains, reviews and updates patient demographic and insurance information within the practice management billing system.
- Supports and aids in the training and continuing development of access center staff, helps mentor new hires after completion of training.
- Handles concierge level requests or special requests from physicians to contact patients and book appointments.
- Responsible for auditing of high profile physician schedules for accuracy and volume.
- Serves as the secondary resource for the team, responding to call center staff inquiries when the Team Lead or Customer Service Specialist is not available. Assists with scheduling patients with complex needs.
- Provides recommendations to improve workflow, communication and overall protocols in an effort to better serve the needs of patients and the department.
- High School Diploma
Approximately 2-3 years of professional experience in a customer service role.
Knowledge, Skills and Abilities
- Excellent communication skills (both verbal and written).
- Must possess outstanding customer service skills with a compassionate, courteous, and helpful phone manner; ability to deal professionally with a diverse constituency - patients, faculty, physicians, and co-workers.
- Demonstrated organizational skills; capable of working independently and as a team member.
- Must demonstrate a high level of proficiency in speaking, reading, writing, and comprehending English
- Working Conditions/Physical Demands
Standard call center environment.
Role will require long period of time in a sitting position.
Weill Cornell Medicine is a comprehensive academic medical center that is committed to excellence in patient care, scientific discovery, and the education of future physicians and scientists in New York City and around the world. Our doctors and scientists - faculty from Weill Cornell Medical College, Weill Cornell Graduate School of Medical Sciences, and the Weill Cornell Physician Organization - are engaged in world-class clinical care and cutting-edge research that connect patients to the latest treatment innovations and prevention strategies. Located in the heart of the Upper East Side's scientific corridor, Weill Cornell Medicine's powerful network of collaborators extends to its parent university Cornell University; to Qatar, where an international campus offers a U.S. medical degree; and to programs in Tanzania, Haiti, Brazil, Austria and Turkey. Our medical practices serve communities throughout New York City, and our faculty provide comprehensive care at NewYork-Presbyterian Hospital/Weill Cornell Medical Center, NewYork-Presbyterian/Lower Manhattan Hospital, NewYork-Presbyterian Hospital/Brooklyn Methodist Hospital, NewYork-Presbyterian Hospital/Westchester Behavioral Health Center, and NewYork-Presbyterian/Queens. At Weill Cornell Medicine, we work together to treat each individual, not just their conditions or illnesses, as we strive to deliver the finest possible care for our patients - the center of everything we do. Weill Cornell Medicine is an Equal Employment Opportunity Employer. Weill Cornell Medicine provides equal employment opportunities to all qualified applicants without regard to protected status, including race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.
To apply, visit https://jobs.weill.cornell.edu/NY/job/New-York-Customer-Service-Representative-Digital-Health-Liaison-NY-10022/1246975700/
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