Communications Rep

: Overview: Join our team as a day shift, full-time, Call Center Communications Representative in Westwood, NJ. Fulf illing 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:

• Multi-specialty practice, managing five offices appointments, and 40+ Providers
• Complying with HIPAA regulations, privacy, and confidentiality over the phone and in all written communications.
• Ability to work in an environment where practices and protocols are always changing; can easily adapt and work successfully
• Be a liaison and an advocate for the Patients and family members when communicating within the Practice
• Communicate effectively and professional in all aspects of communication (telephone, email, instant messaging)
• Excellent time management skills when on and off phones
• Professionalism and exceptional customer services skills when managing Patients and working with Practices and Providers
• Utilize EMR to schedule, cancel, reschedule appointments and perform detailed communication within the application throughout the Practice
• Respond to incoming calls in a timely fashion. Calls originate from Patients, Hospitals, and outside Providers; professionalism and courtesy is required.
• Knowledge and/or ability to work a computer-based call system to answer, transfer, etc. all calls
• Knowledge of Microsoft Outlook, Microsoft Teams, or similar instant messaging tool
• After completing Patient Services Training and Probationary Period; capacity to work in a Call Center environment and ability to communicate and cooperate in a Team setting
• Maintain Call Center Metrics of:
  • Less than 5% Daily Abandonment Rate
  • Less than 25% Idle Time
  • Maintain Minimum Monthly Call Volume Average ( as determined by Monthly Call Volume & Staffing)
  • Monthly Call Monitor Assessments to ensure Practice Protocols and Basic Customer Service Skills are utilized (no less than 85%)
• Other responsibilities assigned by Management or Providers; as needed.

Qualifications: Job Requirements

• Excellent communication skills
• Excellent Customer Service Skills
• Proficient with Microsoft Applications and working with dual monitors
• Strong attention to detail
• Familiarity with medical terminology
• Familiarity with EMR systems
• Ability to multitask, can work in a fast paced clinical environment, can engage patients, peers, and supervisors in a dedicated, comforting, respectful and effective way and has the ability to adapt to change.
• Ability to type and document clearly and accurately caller conversations.

Preferred Job Requirements

• Associates, High School Diploma, or GED equivalent; Higher education may be substituted for experience