Contact Center Escalation Specialist (Assistant Coordinating Manager)

About NYC Health + Hospitals:

Empower Every New Yorker — Without Exception — to Live the Healthiest Life Possible

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Job Description:

The New York City Health & Hospital’s Contact Center serves at the front line of our organization often connecting patients to care as the first point of contact. We have a passionate and dedicated team focused on providing the best experience for our patients, Ambulatory Care facilities, and providers. Our team connects patients to needed medical services by partnering with leaders across the system to ensure an efficient and effective workflow is in place. We are also constantly working to improve our technological infrastructure to give patients the best options to communicate with us through their channel of choice.

The Contact Center Escalation Specialist may be the patient’s first point of contact and serves as a liaison between patient, provider, practices and clinics as well as insurance providers. Also serving the Contact Center Representatives in need of escalating patient appointment issues, they are committed to providing exceptional patient experience in supporting and scheduling Ambulatory Care appointments across the enterprise and responding to patient escalation inquiries.

Daily tasks include:

Provides professional and high-quality customer service to patients through adherence to scripts, workflows and in compliance with corporate policies and procedures.

Leverages appointment templates and/or clinic and practice scheduling information to improve and deliver patient-facing services

Manage and resolve escalated patient scheduling issues from the internal Contact Center and/or insurance provider staff

For escalated patients, in instances when timely appointments are not available, analyzes barriers and spearheads modifications and/or development of systems and procedures to secure sooner appointments. Makes recommendations based on findings and assists to implement them.

Assists in planning for the escalation team through consultation with managers, colleagues, and care teams in order to coordinate joint objectives.

Assists in planning, development and may assist in delivery of training programs to maintain proficiency of team members and for use of new tools and implementation of methods and procedures.

Assists supervisor in the evaluation of escalation team production, helps to revise procedures or helps devise new forms or methods to improve efficiency of work flow.

Interacts with patients and respond to inquiries via MyChart, H+H Online Scheduler and other omnichannel communication platforms

Coordinates with clinic and practice staff to resolve patient issues

Supports Contact Center taking inbound calls during high call volume periods

Schedules, confirms and cancels appointments for patients

Completes patient registration: insurance verification, update all patient demographic information, create hospital (HAR) accounts.

Performs basic chart reviews

Take messages for providers, warm transfer calls to other departments within the facilities, and escalate other unresolved patient requests to the responsible parties.

Assists patients with services in their preferred language through the use of Interpreter Services

Participates in outbound calling and offline projects that reengage/take a more proactive approach to managing unique patient populations

Pulls regular reports and help with basic data analytics to support Managed Care plan reporting

Participates in Managed Care plan audits regarding contact center services

Uses Cisco-Finesse, MyChart and other platforms to optimize patient experience

Participates in staff meetings, refresher training and continuing education

Performs other related duties as assigned by supervisor, Asst Director or Senior Director.

Minimum Qualifications:

1. A Baccalaureate Degree from an accredited college or university in Business Administration, Community Health, Psychology or related discipline with one year of full-time experience in a supervisory or administrative capacity in business management systems, general administration, health care and medical/patient systems administration; or,

2. A satisfactory combination of education, training and experience.

Department Preferences

Administrative or customer service support background, preferably in a high-volume contact center environment or medical environment

Certified Bilingual (speaking & writing)

3+ years of customer service, preferable in a contact center environment or medical environment

3+ years of experience analyzing and solving customer problems

Knowledgeable In:

Highly Detail-oriented with the ability to properly prioritize

Strong written and verbal communication skills

Self-motivated with the ability to work independently

Creative problem solving

Critical thinking

NYC Health and Hospitals offers a competitive benefits package that includes:

Comprehensive Health Benefits for employees hired to work 20+ hrs. per week

Retirement Savings and Pension Plans

Loan Forgiveness Programs for eligible employees

Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts

College tuition discounts and professional development opportunities

Multiple employee discounts programs