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About NYC Health + Hospitals
Empower Every New Yorker — Without Exception — to Live the Healthiest Life Possible
NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.
At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.
Job Description
Summary of Duties and Responsibilities:
NYC Health+ Hospitals Call Center Agent will provide customer service through several channels of communication across the enterprise. This position is responsible for handling inbound and outbound calls as well as email inquiries while utilizing enterprise software and applying policies to solve employee’s issues.
General tasks and responsibilities will include:
- Provide professional and quality customer service to employees through adherence to the department’s scripts, and in compliance with corporate policies and procedures
- Use Cisco-Finesse VoIP application to manage inbound and outbound calls in queue and to optimize employee experience
- Respond efficiently and accurately to callers explaining possible solutions and ensuring the employee feels supported
- Utilize knowledge base to resolve inquiries
- Provide navigation assistance with ESS, MSS and ERC webpages
- Complete payroll and timekeeping related forms
- Identify and escalate issues as needed
- Create and maintain Service Now tickets
- Participate in trainings to stay updated on applicable software, policies and procedures
- Perform other related duties as assigned by supervisor
Minimum Qualifications
1. A four-year high school diploma or its educational equivalent approved by a State’s Department of Education or a recognized accrediting organization; and
2. Eighteen (18) months of full-time satisfactory clerical experience
Skills Requirement:
Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.
Department Preferences
- Knowledgeable in Customer Service delivery
- Knowledgeable in Payroll and timekeeping policies
- Ability to multi-task and work under pressure due to volume and urgent nature of calls
- Strong technology and computer skills
- Plans, prioritizes, and organizes work effectively to produce measurable results
- Strong research, communication, and problem-solving skills
- Ability to deal with demanding customers and escalations
How To Apply
If you wish to apply for this position, please apply online by clicking the "Apply Now" button.
If applying online, please include your cover letter in the same file attachment with your uploaded resume.
NYC Health and Hospitals offers a competitive benefits package that includes:
- Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
- Retirement Savings and Pension Plans
- Loan Forgiveness Programs for eligible employees
- Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
- College tuition discounts and professional development opportunities
- Multiple employee discounts programs
Vacancy Control Board Number
VCB #: FIN-05162023-13352
Job Type: Full-time
Pay: $43,728.00 - $52,287.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Ability to Relocate:
- Bronx, NY: Relocate before starting work (Required)
Work Location: In person
