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Job Information

Northwell Health Sr Customer Svc Agent - PAS in Melville, New York

Req Number 002TJP

Job Description

Leads and guides customer service staff in the performance of duties. Performs all functions of the Customer Service Representative.

  • Leads and guides customer service staff in the performance of duties.

  • Participates in training new staff members and ongoing educational programs for staff.

  • Assists in prioritizing, scheduling, assigning and monitoring work to optimize operational service.

  • Addresses more complex customer service issues, as needed.

  • Performs all functions of the Customer Service Representative.

  • Assists individuals in making appointments for various clinical services throughout the Health System.

  • Facilitates appointment requests received through Health System's centralized online forum.

  • Uses procedures, policy manuals, knowledgebase and other reference materials to assist in answering various general inquiries and issues.

  • Triages specific and complex inquiries to appropriate resource (management, clinical call center, billing call center, etc.).

  • Documents customer inquiries, issues, transactions and other relevant information into department computer system.

  • Identifies unusual events or consistent problem areas and addresses with management. Suggests methods to simplify, enhance or update procedures.

  • Performs related duties as required.

*ADA Essential Functions

Qualifications

  • High School Diploma or equivalent, required. Bachelor's Degree, preferred.

  • Minimum of two (2) year related customer service experience, required.

  • Working knowledge of computer applications and data entry skills, required.

  • Demonstrated customer service skills, required. Ability to communicate and interact effectively with patients, families, and healthcare providers, required.

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