Customer Service Rep - Digital Health Liaison - Military Veterans

Customer Service Rep - Digital Health Liaison

Title: Customer Service Rep - 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 utilizes digital communication platforms, such as Microsoft Teams and Weill Cornell Connect, to schedule patient appointments across multiple departments, ultimately enhancing the patient experience and supporting overall health management for the department of Primary Care. This role also serves as a key resource for access center representatives by providing guidance on workflows, assisting with complex scheduling requests, and participating in training initiatives as needed.

Job Responsibilities

• Responds to scheduling requests submitted through the Microsoft Teams messaging channel from the department of Primary Care.
• Schedules appointments across multiple departments, ensuring optimal use of available resources and minimizing scheduling conflicts.
• Monitors and responds to all scheduling requests from Weill Cornell Connect to the Access to Care division. Contacts patients to coordinate appointments and provide accurate information about preparation prior to their arrival.
• Documents interactions, appointment notes, and other relevant information in the patient's Electronic Health Record to ensure providers are kept up to date on the patient's needs and appointment status.
• Identifies, triages, and escalates priority calls through 'Digital HealthCare' skillsets, redirects and transfers calls to the appropriate person or department as needed.
• Utilizes the practice management system to schedule and/or reschedules patient appointments as needed
• Obtains, verify, 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. Provides real-time guidance in appointment coordination and the use of digital tools. Acts as a resource to new hires post-training.
• Responsible for concierge level, unique, and/or complex appointment requests from physicians submitted through digital communication platforms.
• Conducts audits of high-profile physician schedules for accuracy and volume management.
• Serves as the secondary resource for the team, responding to access center staff inquiries when a team lead or supervisor is not available.
• Identifies opportunities and provides recommendations to improve workflow, communication, and operational protocols to enhance patient and departmental efficiency.

Education

• High School Diploma

Experience

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

Licenses and Certifications

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-Rep-Digital-Health-Liaison-NY-10022/1263913000/

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