NYU Langone Health is a world-class, patient-centered, integrated academic medical center. Ranked as the #1 Hospital in New York and the #3 Hospital in the nation by U.S. News & World Report, NYU Langone's culture is rooted in excellence in patient care, education, and research. NYU Langone comprises more than 300 locations throughout the New York area, including six inpatient locations, a children's hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history.
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Position Summary:
We have an exciting opportunity to join our team as an Access Center Representative II.
In this role, the Access Center Representative (ACR) will act as the first "welcome" for the caller on behalf of the NYU Faculty Group Practice (FGP) physician practices. They will schedule patient appointments and field inquires, concerns, and requests. The representative will instill loyalty and confidence by anticipating patient needs, displaying genuine interest, and providing accurate and efficient service to all patient and customer callers. As appropriate, the position will elicit patient information and follow established protocols to schedule patient appointments for specialized services. They will ensure that patient needs are met and promote the optimum Patient Experience. The Access Center Representative will establish and maintain effective relationships with patients and callers via active listening, empathy, rapport, courtesy, and professionalism.
Job Responsibilities:
- Respond to multi-channel inquiries inclusive of both inbound and outbound calls from patients, physicians, employees, and other callers regarding appointments, referrals, provider messages, and services within the Access Center in accordance with established NYU FGP guidelines.
- Responsible for supporting advanced scheduling workflows and processes inclusive of supporting multispecialty, specialty or outbound initiatives.
- Demonstrates a strong comprehension and fluency of NYULH physician network and scheduling protocols in order to provide a positive patient experience
- Serves as a Subject Matter Expert for their assigned Initiatives(s).
- Meets the required quality and productivity standards as demonstrated through their performance; may be called on to support other pods / call types as needed by the business
- Able to research providers and practices throughout the NYULH network efficiently and effectively
- Manages the conversation with a high level of sensitivity and uses good judgment when determining and documenting appropriate disposition.
- Efficiently and effectively utilizes NYU FGP Healthcare systems, Patient Access Center applications, reference materials, and websites to enter patient information, answer patient questions, verify insurance, perform specific scheduling functions, etc.
- Completes call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes; able to work independently and complete tasks efficiently and as assigned.
- During all interactions, display characteristics of inquiry, empathy, courtesy, and respect.
- Adhere to Patient Access Center call metrics and goals as outlined.
- Proactively keep up to date on all communications.
- Participate in multidisciplinary quality and service improvement teams as appropriate.
- Provide an excellent experience to NYU FGP patients, customers, and providers.
- Demonstrate regular, consistent, and punctual attendance.
- Adheres to Access Center policies and procedures.
- Drives consistency in every patient and colleague encounter by embodying the core principles of our FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign-Off)
- Greets patients warmly and professionally, stating name and role, and clearly communicates each step of the care/interaction as appropriate
- Works collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries whether in person, by phone or via electronic messaging.
- Proactively anticipates patient needs, and participates in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalates to leadership as appropriate.
- Shares ideas or any observed areas of opportunity, to improve patient experience and patient access, with appropriate leadership. (i.e. ways to optimize provider schedules, how to minimize delays, increase employee engagement, etc.)
- Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience.
- Takes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles.
- Perform other duties as assigned particularly as it relates to the demands of the Patient Access Center.
Minimum Qualifications:
- To qualify you must have a High School Diploma or equivalent (required) plus 1-year Contact Center or Customer Service-related experience, or equivalent combination of education and experience
- Must be able to work a schedule between the hours of 7:00am-5:00pm
- Exceptional Customer Service, Problem Solving and Navigation skills
- Open and willing to work multiple work flows
Preferred Qualifications:
- 1+ year of contact center or customer service experience in medical scheduling field, specifically in Women's Health, highly preferred.
Qualified candidates must be able to effectively communicate with all levels of the organization.
NYU Langone Nevada is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
If you wish to view NYU Langone Nevada's EEO policies, please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information.
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