Access Center Representative I **ON-SITE In Boynton Beach, FL**
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- 1125905_RR00089794
- Administrative/Office Support, NLF-Patient Access Center (F100), NYU Langone Health in Florida
- Full-Time/Regular
- NYU Langone Health in Florida
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- Monday – Friday
ABOUT NYU LANGONE HEALTH
NYU Langone Health is a world-class, patient-centered, integrated academic medical center. Ranked as the #1 Hospital for quality and patient safety by Vizient, Inc., and with 10 clinical specialties among the top 10 in the nation according to U.S. News & World Report, NYU Langone’s culture is rooted in excellence in patient care, education, and research. NYU Langone comprises more than 320 locations throughout the New York area and in Florida, including six inpatient locations, a children’s hospital, and four emergency rooms. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, NYU Grossman School of Medicine, and NYU Grossman Long Island School of Medicine. For more information, go to nyulangone.org, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter, YouTube, and Instagram.
Working at NYU Langone Health
At NYU Langone Health, administrative and temporary support professionals play a critical role in our organization. These intrepid individuals work in the background coordinating meetings, performing data analysis, scheduling interviews, and so much more. They ensure our doctors, nurses, and allied health professionals can focus on what matters — our patients. Plus, NYU Langone Health encourages and supports the development of our temporary staff by providing training. Thanks to the support they receive, nearly 50% of our temporary employees end up transitioning into permanent roles every year.
Salaries shown on independent jobs related websites reflect market averages and do not represent information obtained directly from NYU Langone. We invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.
NYU Langone Health is a world-class, patient-centered, integrated academic medical center. Ranked as the #1 Hospital in New York and the #3 Hospital in the nation by U.S. News & World Report, NYU Langone’s culture is rooted in excellence in patient care, education, and research. NYU Langone comprises more than 300 locations throughout the New York area, including six inpatient locations, a children’s hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history.
For more information, go to nyulangone.org, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter, YouTube, and Instagram.
Position Summary:
We have an exciting opportunity to join our team as an Access Center Representative I.
In this role, the Access Center Representative 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 via inbound calls. 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 optimal 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 from patients, physicians, employees, and other callers regarding appointments, referrals, provider messages, and services within the Patient Access Center in accordance with established NYU FGP guidelines.
- Utilize physician protocols to schedule appointments for NYU FGP specialties and meet established Patient Access Center performance goals.
- Research providers and practices throughout the NYULH network to best meet the patient’s needs.
- Manage conversations with a high level of sensitivity and use good judgment when determining and documenting appropriate disposition.
- Utilize NYU FGP Healthcare systems, Access Center applications, reference materials, and websites to enter patient information, answer patient questions, verify insurance, perform specific scheduling functions, etc.
- During all interactions, display characteristics of inquiry, empathy, courtesy, and respect.
- Adhere to Patient Access Center call metrics and goals as outlined.
- Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes.
- Proactively keep up to date on all communications.
- Participate in multidisciplinary quality and service improvement teams as appropriate.
- Demonstrate regular, consistent, and punctual attendance.
- Adheres to Patient Access Center policies and procedures.
- Serves as NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH mission, vision and values and promoting excellence in the patient experience, during every encounter
- Drives consistency in every patient and colleague encounter by embodying the core principles of our FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign-Off)
- Greets patients warmly and professionally, stating name and role, and clearly communicates each step of the care/interaction as appropriate
- Works 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 messaging.
- Proactively anticipates patient needs, and participates in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalates to leadership as appropriate.
- Shares 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, etc.)
- Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience.
- Takes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles.
Minimum Qualifications:
To qualify you must have a A High School diploma or an equivalent is required plus 6 months+ Contact Center or Customer Service related experience or equivalent combination of education and experience
Preferred Qualifications:
Experience working within an access/contact center, hospital, clinic, or medical office scheduling environment is highly preferred.
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 Grossman School of Medicine’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.
How Our Employees Grow
Reginald P.
Administrative Support Supervisor
“My entire career journey with NYU Langone Health has been within the Emergency Department in various roles. It has always been humbling working with amazing people who are dedicated to helping others. Having the opportunity to work for the best Emergency Department in all of New York City is something I take with great pride and honor.”
Noa L.
Lead Access Center Representative
“When I first began working at NYU Langone Health, I felt a sense of belonging and realized this is where I want to spend the rest of my professional career. Since joining, I’ve pushed myself to do well in every position I have and to advance. I not only enjoy my current role, but I also enjoy learning about new topics. I am excited to explore what else NYU Langone has to offer me in my career.”
Madelyn B.
Senior Medical Secretary
“I knew that by choosing to work at NYU Langone Health, I’d grow into a role I always aspired to achieve. I wanted to experience a top-quality healthcare setting and work in the best hospital in New York City. I’m bilingual in English and Spanish, and through NYU Langone. I was able to obtain my Spanish Medical Interpreter Certification through their continuing education benefit.”
Nicolyn L.
Departmental Secretary
“I decided to build my career at NYU Langone Health because of the vast opportunities and room for growth I knew existed here. I felt that I’d be able to reach my full potential within the organization.”
Tammy S.
Sr. Practice Manager
“Patients and employees choose NYU Langone Health for the NYU Langone experience. As staff, we are given the opportunity every day to make a lasting impression by being a part of a patient –centered medical team. Part of our mission is to serve and discover through an integrated academic culture that is devoted to excellence in patient-care and education. NYU Langone serves its staff by encouraging us to discover how we fit into the big picture by supporting our career goals. The hospital provides many resources to enhance our personal and professional development. I have utilized the amazing tuition assistance benefit to help me obtain a Master’s Degree in public Administration, and have always felt emboldened to dream big and provided the support to succeed along my career trajectory.”
Maria P.
Administrative Coordinator
“NYU Langone Health offers several career and learning opportunities, and a great benefits package for staff, which are strong motivators to build a lifelong career in the organization.”
Johanna J.
Hospital Concierge
“NYU Langone Health supports their employees and will provide you with many opportunities to grow through their career development program. In my current position, I took a refresher course in Microsoft Word to enhance my current skill set. I am looking forward to taking more courses at NYU Langone to further my skills.”
Abiodun N.
Admin Manager
“What we do at NYU Langone Health is very impactful. I’m proud to be a part of the movement that provides for and supports the community. I love when I get to collaborate with my staff. I strive to make them feel included and heard. The teams I’ve worked on have always been welcoming, and we all continue to work together to reach our goal.”