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Form of workAbout NYC Health + Hospitals
NYC Health + Hospitals/Gotham Health is one of the largest Federally Qualified Health Center (FQHC) in the country, providing coordinated world-class primary and specialty care with dignity and respect for all New Yorkers, without exception. At Gotham Health, we practice a person-centered caring culture that values delivering compassionate, quality healthcare in partnership with our patients, community organizations, and staff. Gotham Health is focused on high-quality, affordable care to everyone regardless of ability to pay or immigration status. Gotham Health serves the community through a two-pronged approach: providing treatment to those who need it while at the same time emphasizing prevention. We strive to deliver services in a way that maximizes each patient's opportunity to achieve successful health outcomes, we believe in every person's right to participate in their care plans, we facilitate partnerships with other community resources to meet the needs of our patients beyond healthcare, and we celebrate and recognize the compassionate care of our committed staff. Join our team if you want to be part of our Gotham Health Family, a person-centered, fully integrated, and innovative Ambulatory Care network that enables all New Yorkers to live their healthiest lives.
Job Description
PURPOSE OF POSITION:
The Gotham Health Radiology Call Center serves at the front line of our Department of Radiology – often connecting
patients to care as the first point of contact. We have a passionate and dedicated team focused on providing the best
experience for our patients, Ambulatory Care facilities, and providers. Our team connects patients to needed medical
services by partnering with leaders across the system to ensure an efficient and effective workflow is in place. We
are also constantly working to improve our technological infrastructure to give patients the best options to
communicate with us through their channel of choice.
SUMMARY OF DUTIES AND RESPONSIBILITIES:
The Radiology Call Center Clerical Associate may be the patient’s first point of contact and serves as a liaison
between patient, provider, practices and clinics and is committed to providing exceptional patient experience in
scheduling Ambulatory Care appointments across the enterprise and responding to patient inquiries.
Daily tasks include:
Provide professional and high-quality customer service to patients through adherence to scripts, workflows
and in compliance with corporate policies and procedures.
- Interact with patients via MyChart and other omnichannel communication platforms
- Participate in outbound calling and offline projects that reengage/take a more proactive approach to
- Schedule, confirm and cancel appointments for patients
- Respond to patient inquiries through omnichannel communication platforms
- Complete patient registration: insurance verification, update all patient demographic information, create
- Perform basic chart reviews
- Take messages for providers, warm transfer calls to other departments within the facilities, and escalate
- Assist patients with services in their preferred language through the use of Interpreter Services
- Participate in Managed Care plan audits regarding contact center services
- Use Cisco-Finesse, MyChart and other platforms to optimize patient experience
- Participate in staff meetings, refresher training and continuing education
- Position may require staff to work one of multiple shifts that could start as early as 7am and as late as 10am
- Provide administrative support to radiologists and other medical staff.
- Prepare and organize radiology files for appointments and procedures.
- Perform other related duties as assigned by the Coordinating Manager or Assistant Director
Minimum Qualifications
1. A high school diploma or its educational equivalent; and
2. Six (6) months of full-time satisfactory clerical experience and/or experience interacting with the public, such as processing sales; taking, processing, and delivering orders; obtaining and dispensing information; listening to and resolving customers concerns, problems, and complaints; and/or performing related customer service activities.
Department Preferences
- Associates Degree Preferred from an
experience
KNOWLEDGEABLE IN
- Ability to read and write English and to
- Working knowledge of office equipment, like
- Strong organizational and planning skills.
- Strong interpersonal skills with a customer
- Highly Detail-oriented with the ability to
- Strong written and verbal communication skills
- Self-motivated with the ability to work
- Creative problem solving
- Critical thinking
COMPUTER PROGRAMS/SOFTWARE OPERATED
- Proficient in MS Office (MS Excel and MS Word, in
- Customer Relationship Management (CRM)
- Electronic Health Records System (Epic)
- Omnichannel platforms (MyChart), chat, text
YEARS OF EXPERIENCE:
- 2+ years of customer service, preferable in a
- 2+ years of experience analyzing and solving
How To Apply
If you wish to apply for this position, please apply online by clicking the "Apply Now" button
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 #: GGM-02142024-16584
