Position Summary:
We have an exciting opportunity to join our team as a Access Center Representative II.

In this role, the successful candidate The Access Center Representative ACR will act as the first welcome for the caller on behalf of the NYU Faculty Group Practice FGP physician practices They will schedule patient appointments and field inquires concerns and requests The representative will instill loyalty and confidence by anticipating patient needs displaying genuine interest and providing accurate and efficient service to all patient and customer callers As appropriate the position will elicit patient information and follow established protocols to schedule patient appointments for specialized services They will ensure that patient needs are met and promote the optimum Patient Experience The Access Center Representative will establish and maintain effective relationships with patients and callers via active listening empathy rapport courtesy and professionalism

Job Responsibilities:

Respond to multi channel inquiries inclusive of both inbound and outbound calls from patients physicians employees and other callers regarding appointments referrals provider messages and services within the Access Center in accordance with established NYU FGP guidelines
nbsp;Responsible for supporting advanced scheduling workflows and processes inclusive of supporting multispecialty specialty or outbound initiatives nbsp;Demonstrates a strong comprehension and fluency of NYULH physician network and scheduling protocols in order to provide a positive patient experienceServes as a Subject Matter Expert for their assigned Initiatives sMeets the required quality and productivity standards as demonstrated through their performance as an ACR I; may be called on to support other pods / call types as needed by the businessAble to research providers and practices throughout the NYULH network efficiently and effectivelyManages the conversation with a high level of sensitivity and uses good judgment when determining and documenting appropriate dispositionEfficiently and effectively utilizes NYU FGP Healthcare systems Patient Access Center applications reference materials and websites to enter patient information answer patient questions verify insurance perform specific scheduling functions etcCompletes call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes; able to work independently and complete tasks efficiently and as assignedDuring all interactions display characteristics of inquiry empathy courtesy and respectAdhere to Patient Access Center call metrics and goals as outlinedProactively keep up to date on all communicationsParticipate in multidisciplinary quality and service improvement teams as appropriateProvide an excellent experience to NYU FGP patients customers and providersDemonstrate regular consistent and punctual attendanceAdheres to Access Center policies and proceduresDrives consistency in every patient and colleague encounter by embodying the core principles of our FGP Service Strategy CARES Connect Align Respond Ensure and Sign OffGreets patients warmly and professionally stating name and role and clearly communicates each step of the care/interaction as appropriateWorks collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries whether in person by phone or via electronic messagingProactively anticipates patient needs and participates in service recovery by applying the LEARN model Listen Empathize Apologize Resolve Notify and escalates to leadership as appropriateShares ideas or any observed areas of opportunity to improve patient experience and patient access with appropriate leadership i e ways to optimize provider schedules how to minimize delays increase employee engagement etcPartners with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experienceTakes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles nbsp;Perform other duties as assigned particularly as it relates to the demands of the Patient Access Center nbsp;

Minimum Qualifications:
To qualify you must have a A High School Diploma or equivalent is required plus 1 year Contact Center or Customer Service related experience or equivalent combination of education and experience or 6 months as an NYU Access Center Representative I Must be meeting the performance goals required for your current role No corrective action Written/Final Written within the last 6 months Must be able to work a schedule between the hours of 5:00am 5:00pm No issues with attendance No history of conduct issues including call avoidance or abuse of personal time Exceptional Customer Service Problem Solving and Navigation skills Open and willing to work multiple work flows

Preferred Qualifications:
1 year of contact center or customer service experience in medical scheduling field

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Florida is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.

If you wish to view NYU Langone Florida's EEO policies,please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information.