Scheduler/Call Center Rep

Overview

Join our team as a day shift, full-time, Call Center Communications Representative in Westwood, NJ.

Fulfilling your purpose begins here:

People First, Always. Here's how we take care of our people:

• Medical, vision, dental health insurance, health savings account / flexible spending, competitive pay, paid time off, 401k retirement plan with company match, employee assistance program and more.

Your team is bigger than your department:

• Hackensack Meridian Pascack Valley Medical Center is a 128-bed, full-service, acute-care community hospital with a new emergency department, a state-of-the-art maternity center, a women's imaging center, and an ICU.

• We believe healthcare is a team sport and every player has something to contribute. We show compassion, celebrate differences and treat one another with respect.

Responsibilities

• Multi-specialty practice, managing five offices appointments, and 40+ Providers

• Complying with HIPAA regulations, privacy, and confidentiality over the phone and in all written communications.

• Ability to work in an environment where practices and protocols are always changing; can easily adapt and work successfully

• Be a liaison and an advocate for the Patients and family members when communicating within the Practice

• Communicate effectively and professional in all aspects of communication (telephone, email, instant messaging)

• Excellent time management skills when on and off phones

• Professionalism and exceptional customer services skills when managing Patients and working with Practices and Providers

• Utilize EMR to schedule, cancel, reschedule appointments and perform detailed communication within the application throughout the Practice

• Respond to incoming calls in a timely fashion. Calls originate from Patients, Hospitals, and outside Providers; professionalism and courtesy is required.

• Knowledge and/or ability to work a computer-based call system to answer, transfer, etc. all calls

• Knowledge of Microsoft Outlook, Microsoft Teams, or similar instant messaging tool

• After completing Patient Services Training and Probationary Period; capacity to work in a Call Center environment and ability to communicate and cooperate in a Team setting

• Maintain Call Center Metrics of:

• Less than 5% Daily Abandonment Rate

• Less than 25% Idle Time

• Maintain Minimum Monthly Call Volume Average ( as determined by Monthly Call Volume & Staffing)

• Monthly Call Monitor Assessments to ensure Practice Protocols and Basic Customer Service Skills are utilized (no less than 85%)

• Other responsibilities assigned by Management or Providers; as needed.

Qualifications

Job Requirements

• Excellent communication skills

• Excellent Customer Service Skills

• Proficient with Microsoft Applications and working with dual monitors

• Strong attention to detail

• Familiarity with medical terminology

• Familiarity with EMR systems

• Ability to multitask, can work in a fast paced clinical environment, can engage patients, peers, and supervisors in a dedicated, comforting, respectful and effective way and has the ability to adapt to change.

• Ability to type and document clearly and accurately caller conversations.

Preferred Job Requirements

• Associates, High School Diploma, or GED equivalent; Higher education may be substituted for experience