Mount Sinai Medical Center
Patient Representative II-Contact Center
Mount Sinai Medical Center, Kapolei, Hawaii, us, 96709
Overview
As Mount Sinai grows, so does our legacy in high-quality health care. Since 1949, Mount Sinai Medical Center has remained committed to providing access to its diverse community. In delivering an unmatched level of clinical expertise, our medical center is committed to recruiting and training top healthcare workers from across the country. We offer the latest in advanced medicine, technology, and comfort in 12 facilities across Miami‑Dade (including our 674‑bed main campus facility) and Monroe Counties, with 38 medical services, including cancer care, 24/7 emergency care, orthopedics, cardiovascular care, and more. Mount Sinai takes pride in being South Florida's largest private independent not‑for‑profit hospital, dedicated to continuing the training of the next generation of medical pioneers.
Culture of Caring: The Sinai Way Our hardworking, tight‑knit community of more than 4,000 dedicated employees fosters an environment of care and compassion. Each member plays a vital role in our collective mission to deliver excellent healthcare through innovation, education, and research. At Mount Sinai, we take pride in our achievements, aiming to be a beacon of quality healthcare in South Florida. We welcome all healthcare professionals to join our thriving community and contribute to our pursuit for clinical excellence.
Department CC209360 Physician Call Center
Job Description Summary Position Responsibilities
CALL FLOW - Can follow call flow for scheduling calls and can adapt for other types of calls.
PATIENT INTERACTIONS - Consistently demonstrates proper etiquette with phone interactions, and appropriately uses chat messages to ensure a positive patient experience.
PATIENT EXPERIENCE (Empathy) - Demonstrates consistent use of empathetic skills with our patients.
SCHEDULING EXPERTISE - Demonstrates advanced ability with technology systems in making appointments.
PROCESS COMPLIANCE - Is accurate and appropriate when following workflow processes such as wrap codes, CRM, notes, and messages.
APPOINTMENT ACCURACY - Almost always makes appointments with the appropriate physician within the right timeframe.
ESCALATIONS - Appropriately escalates appointment requests by following the escalation protocols.
QUALITY ASSURANCE - Demonstrates ability to quickly incorporate quality assurance feedback.
PROFESSIONALISM - Always acts professionally and serves as a role model to other patient representatives on the team.
SCHEDULE ADHERENCE - Adheres to schedule and is very reliable with attendance.
Qualifications
License/Registration/Certification
Not applicable
Education
High School
Experience
2 years of experience in Contact Center or similar role. Intermediate knowledge of medical terminology or healthcare operations. Excellent communications skills. Adept at computer software including office automation tools. Track record of outstanding customer service.
Benefits
Health benefits
Life insurance
Long‑term disability coverage
Healthcare spending accounts
Retirement plan
Paid time off
Pet Insurance
Tuition reimbursement
Employee assistance program
Wellness program
On‑site housing for select positions and more!
Core Responsibilities Core: Acts as a liaison between customers / patients, families and Hospital staff. Comforts assigned patients and families while attending the hospital services. Core: Assists all customers / patients with communication needs (responds to requests and inquiries, informs the hospital staff of special requirements, provides site information or tours, responds to callers needing assistance, etc.). Core: Assists customers / patients in the compliance of Hospital policies and procedures, providing information and referring them to the proper service required. Core: Assists in the preparation of reports regarding tracking of activities for the assigned area(s). Core: Communicates the customer / patients' problems, questions, complains and concerns to appropriate staff members immediately. Core: Complies with current Hospital security and safety polices. Core: Follows up with customers / patients and the staff to ensure the timely and appropriate resolution of any issues or complaints. Core: Maintains appropriate customer / patient employee confidentiality at all times as observed by the Supervisor. Core: Promotes guest relations presenting a positive reflection of Mount Sinai to Physicians customers / patients, visitors and staff through a courteous and appropriate personal attitude. Core: Reports incidents to supervisor and Risk Management department within required timeframe in accordance with medical center policy.
Job Specific Responsibilities Job Specific: APPOINTMENT ACCURACY - Almost always makes appointments with the appropriate physician within the right timeframe. Job Specific: CALL FLOW - Can follow call flow for scheduling calls and can adapt for other types of calls. Job Specific: ESCALATIONS - Appropriately escalates appointment requests by following the escalation protocols. Job Specific: PATIENT EXPERIENCE (Empathy) - Demonstrates consistent use of empathetic skills with our patients. Job Specific: PATIENT INTERACTIONS - Consistently demonstrates proper etiquette with phone interactions, and appropriately uses chat messages to ensure a positive patient experience. Job Specific: PROCESS COMPLIANCE - Is accurate and appropriate when following workflow processes such as wrap codes, CRM, notes, and messages. Job Specific: PROFESSIONALISM - Always acts professionally and serves as a role model to other patient representatives on the team. Job Specific: QUALITY ASSURANCE - Demonstrates ability to quickly incorporate quality assurance feedback. Job Specific: SCHEDULE ADHERENCE - Adheres to schedule and is very reliable with attendance. Job Specific: SCHEDULING EXPERTISE - Demonstrates advanced ability with technology systems in making appointments.
Seniority Level Entry level
Employment Type Full-time
Job Function Health Care Provider
Industries Hospitals and Health Care
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Culture of Caring: The Sinai Way Our hardworking, tight‑knit community of more than 4,000 dedicated employees fosters an environment of care and compassion. Each member plays a vital role in our collective mission to deliver excellent healthcare through innovation, education, and research. At Mount Sinai, we take pride in our achievements, aiming to be a beacon of quality healthcare in South Florida. We welcome all healthcare professionals to join our thriving community and contribute to our pursuit for clinical excellence.
Department CC209360 Physician Call Center
Job Description Summary Position Responsibilities
CALL FLOW - Can follow call flow for scheduling calls and can adapt for other types of calls.
PATIENT INTERACTIONS - Consistently demonstrates proper etiquette with phone interactions, and appropriately uses chat messages to ensure a positive patient experience.
PATIENT EXPERIENCE (Empathy) - Demonstrates consistent use of empathetic skills with our patients.
SCHEDULING EXPERTISE - Demonstrates advanced ability with technology systems in making appointments.
PROCESS COMPLIANCE - Is accurate and appropriate when following workflow processes such as wrap codes, CRM, notes, and messages.
APPOINTMENT ACCURACY - Almost always makes appointments with the appropriate physician within the right timeframe.
ESCALATIONS - Appropriately escalates appointment requests by following the escalation protocols.
QUALITY ASSURANCE - Demonstrates ability to quickly incorporate quality assurance feedback.
PROFESSIONALISM - Always acts professionally and serves as a role model to other patient representatives on the team.
SCHEDULE ADHERENCE - Adheres to schedule and is very reliable with attendance.
Qualifications
License/Registration/Certification
Not applicable
Education
High School
Experience
2 years of experience in Contact Center or similar role. Intermediate knowledge of medical terminology or healthcare operations. Excellent communications skills. Adept at computer software including office automation tools. Track record of outstanding customer service.
Benefits
Health benefits
Life insurance
Long‑term disability coverage
Healthcare spending accounts
Retirement plan
Paid time off
Pet Insurance
Tuition reimbursement
Employee assistance program
Wellness program
On‑site housing for select positions and more!
Core Responsibilities Core: Acts as a liaison between customers / patients, families and Hospital staff. Comforts assigned patients and families while attending the hospital services. Core: Assists all customers / patients with communication needs (responds to requests and inquiries, informs the hospital staff of special requirements, provides site information or tours, responds to callers needing assistance, etc.). Core: Assists customers / patients in the compliance of Hospital policies and procedures, providing information and referring them to the proper service required. Core: Assists in the preparation of reports regarding tracking of activities for the assigned area(s). Core: Communicates the customer / patients' problems, questions, complains and concerns to appropriate staff members immediately. Core: Complies with current Hospital security and safety polices. Core: Follows up with customers / patients and the staff to ensure the timely and appropriate resolution of any issues or complaints. Core: Maintains appropriate customer / patient employee confidentiality at all times as observed by the Supervisor. Core: Promotes guest relations presenting a positive reflection of Mount Sinai to Physicians customers / patients, visitors and staff through a courteous and appropriate personal attitude. Core: Reports incidents to supervisor and Risk Management department within required timeframe in accordance with medical center policy.
Job Specific Responsibilities Job Specific: APPOINTMENT ACCURACY - Almost always makes appointments with the appropriate physician within the right timeframe. Job Specific: CALL FLOW - Can follow call flow for scheduling calls and can adapt for other types of calls. Job Specific: ESCALATIONS - Appropriately escalates appointment requests by following the escalation protocols. Job Specific: PATIENT EXPERIENCE (Empathy) - Demonstrates consistent use of empathetic skills with our patients. Job Specific: PATIENT INTERACTIONS - Consistently demonstrates proper etiquette with phone interactions, and appropriately uses chat messages to ensure a positive patient experience. Job Specific: PROCESS COMPLIANCE - Is accurate and appropriate when following workflow processes such as wrap codes, CRM, notes, and messages. Job Specific: PROFESSIONALISM - Always acts professionally and serves as a role model to other patient representatives on the team. Job Specific: QUALITY ASSURANCE - Demonstrates ability to quickly incorporate quality assurance feedback. Job Specific: SCHEDULE ADHERENCE - Adheres to schedule and is very reliable with attendance. Job Specific: SCHEDULING EXPERTISE - Demonstrates advanced ability with technology systems in making appointments.
Seniority Level Entry level
Employment Type Full-time
Job Function Health Care Provider
Industries Hospitals and Health Care
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