Position SummaryUnder direction, this role is a secondary resource for access center representatives, responding to access center staff inquiries for guidance on workflows. This role also handles concierge level requests, all chat and Weill Cornell Connect scheduling requests, as well as participates in training initiatives as needed.Job Responsibilities
Handles and responds to all “Chat” scheduling messages via TEAMS based app.
Monitors and handles all scheduling requests that come in through Weill Cornell Connect folders.
Identifies, triages, and escalates priority calls through “Digital HealthCare” skillsets, redirects and transfers calls to the appropriate person or department, as needed.
Schedules and/or reschedules patient appointments within the practice management system.
Obtains, reviews and updates patient demographic and insurance information within the practice management billing system.
Supports and aids in the training and continuing development of access center staff, helps mentor new hires after completion of training.
Handles concierge level requests or special requests from physicians to contact patients and book appointments.
Responsible for auditing of high profile physician schedules for accuracy and volume.
Serves as the secondary resource for the team, responding to call center staff inquiries when the Team Lead or Customer Service Specialist is not available. Assists with scheduling patients with complex needs.
Provides recommendations to improve workflow, communication and overall protocols in an effort to better serve the needs of patients and the department.
Education
High School Diploma
ExperienceApproximately 2-3 years of professional experience in a customer service role.Knowledge, Skills and Abilities
Excellent communication skills (both verbal and written).
Must possess outstanding customer service skills with a compassionate, courteous, and helpful phone manner; ability to deal professionally with a diverse constituency - patients, faculty, physicians, and co-workers.
Demonstrated organizational skills; capable of working independently and as a team member.
Licenses and CertificationsWorking Conditions/Physical DemandsStandard call center environment.Role will require long period of time in a sitting position.
