Contact Center Representative - Iselin (Metropark)

Contact Center Representative

The Contact Center Representative will handle multi-channel requests in a fast-paced centralized contact center environment, interacting with patients, families and clinical staff to schedule appointments, register patients and handle other medical requests. This role interacts with a diverse customer base to assist with questions, concerns or problems with a focus on first contact resolution, providing exceptional customer service, striving to anticipate and meet the needs of HMH consumers, treating all consumers and colleagues with dignity and respect, and working collaboratively to achieve quality and performance standards.

Multiple hybrid positions open in both our Iselin and Tinton Falls locations Hybrid positions with 90% work from home and 10% working onsite after completing the fully onsite training period of approximately 6 weeks at the start of employment and candidates need to be available for the entire duration. Training can require you to travel to both locations. Schedules are created between 7:30am - 7:00pm Monday through Friday as well as Saturdays 8:30am - 12:00pm (rotating basis as needed). Saturday shift (remote) provides a day off during the week.

Responsibilities

• Answer incoming calls, emails and chats to accurately schedule, re-schedule, or cancel appointments according to guidelines and established protocols.
• Perform new patient pre-registration. Positively verifies/updates patient identity, demographics, insurance and all other data as required.
• Collaborate with patients, medical practices and various insurance companies to ensure that authorizations are obtained in a timely fashion.
• Ensures accuracy in all required demographic, financial, referral/authorization, clinical, and other registration data is accurately scheduled, collected, verified, and communicated.
• Utilize current Electronic Health Record (Epic) to perform transactions and accurately and efficiently document and route messages to the appropriate practice.
• Respond to patient portal requests and educates patients on the use and benefits of the patient portal.
• Assists with locating a primary care or specialty provider with appropriate referrals within the health system.
• Collaborates, communicates and coordinates to create a positive patient experience.
• Assists patients with any questions and resolves calls with minimal outside direction by researching and exploring answers, alternative solutions, implementing solutions, and escalating unresolved problems.
• Required to meet specific performance metrics of productivity and quality assurance.
• Adheres to all established workflows, scripting, and department call flow.
• Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified to interact with a variety of customers including patients, practice staff, physicians, colleagues and leaders.
• Performs other job-related duties as required.
• Adheres to HMH Organizational competencies and standards of behavior.

Qualifications

• High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
• Minimum of 1 year of previous experience working in a customer service, customer facing (i.e., retail or hospitality) or call center environment.
• Effective verbal, written and interpersonal communication skills.
• Strong telephone soft skills gained from prior customer/patient experience in a similar role or in a call center environment type role.
• Possess a true patient first attitude, and a passion for assisting patients and delivering a differentiating patient experience on every contact.
• Clear speaking voice.
• Outstanding work ethic and strong adherence to shift schedule (may include overtime and weekend work).

• Associate's or Bachelors degree.
• 1 year of healthcare experience as a Medical assistant or assisting patients in any capacity.
• 2 years of previous experience working in an inbound call center environment.
• Previous experience using EPIC system.
• Knowledge of medical terminology, hospital systems, and insurance processes.
• Bilingual- Spanish.

Compensation Minimum rate of $21.78 Hourly HMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package. The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non-discriminatory factors, including but not limited to:

• Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness.
• Experience: Years of relevant work experience.
• Education and Certifications: Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training.
• Skills: Demonstrated proficiency in relevant skills and competencies.
• Geographic Location: Cost of living and market rates for the specific location.
• Internal Equity: Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization.
• Budget and Grant Funding: Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered.

Some jobs may also be eligible for performance-based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts. In addition to our compensation for full-time and part-time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.

HACKENSACK MERIDIAN HEALTH (HMH) IS AN EQUAL OPPORTUNITY EMPLOYER

All qualified applicants will receive consideration for employment without regard to age, race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, breastfeeding, genetic information, refusal to submit to a genetic test or make available to an employer the results of a genetic test, atypical hereditary cellular or blood trait, national origin, nationality, ancestry, disability, marital status, liability for military service, or status as a protected veteran.