Join our team as aday shift, full-time, Call Center Patient Services Supervisor 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
- Effective Time Management and communication skills
- Overseeing and assessing customer service staff activities and providing them with regular performance-related feedback.
- Strategizing and monitoring the daily activities of customer service operations.
- Assisting customer service staff with duties where required.
- Training staff in areas of customer service and company policies.
- Training and Mentoring new hires
- Monitoring call recordings for quality assurance
- Assisting in investigating and solving customer service complaints.
- Assisting with the development and implementation of service policies and explaining these to staff and customers.
- Managing call overflow, escalations, and call assistance to Team during high-call volume, short-staffed, etc., occurrences with professionalism and courtesy.
- Maintaining documentation pertaining to Patient Services department activities.
- Multi-specialty practice, managing five offices appointments, and 40+ Providers
- Be a liaison and an advocate for the Patients whilst complying with HIPAA regulations, privacy, and confidentiality in all forms of communication
- Professionalism and exceptional skills when managing Employees, Patients and working with Practices and Providers
- Knowledge and/or ability to work a computer-based call system to answer, transfer, etc. all calls
- Additional duties; as needed.
Qualifications
Job Requirements
- Previous experience in call center environment
- Experience with EPIC or similar EMR application
- Familiarity with medical terminology
- Familiarity with EMR systems
Preferred Job Requirements
- Associates, High School Diploma, or GED equivalent; higher education may be substituted for experience