Physician Contact Center Representative - Hospital for Special Surgery

Overview

How you move is why we’re here. ®Now more than ever.

Get back to what you need and love to do.

The possibilities are endless...

Now more than ever, our guiding principles are helping us in our search for exceptional talent - candidates who align with our unique workplace culture and who want to maximize

 the abundant opportunities for growth and success.

If this describes you then let’s talk!

HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report. As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment.

Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.

Physician Contact Center Representative

Full Time/Hybrid

9:00am - 5:00pm

HSSConnect contact center provides referrals to patients seeking medical care with an HSS physician for orthopedic and rheumatologic conditions. Referrals are provided over the phone and via email.  HSSConnect representatives strive to provide the highest level of customer service; prompt and accurate referrals to patients and treat all inquiring patients with care and compassion when providing physician referral information.  The Contact Center Representative reports to the Manager of HSSConnect.

Job responsibilities include:

• Triage, counsel, schedule and/or refer patients to HSS physicians utilizing an automated referral system.
• Maintain knowledge of all HSS physicians in each service line and offsite location
• Connect patients to appropriate MD office; based on their condition, insurance, location, availability, and patient preferences.
• Responsible for email queue volume, which is received via HSS referral website for physician referral request.
• Document and close all cases via Salesforce.
• Maintain knowledge of insurances and revenue cycle
• Exhibit strong communication and customer service skills.
• Ability to work with a variety of software programs specific to healthcare.
• Professional demeanor and business attire required.
• Maintain knowledge of practice scheduling parameters
• Strong computer skills required.
• Willingness to stay abreast of HSS research and marketing programs.
• Competency to learn medical terminology.
• Ability to work in a fast-paced environment with high volume of inbound & outbound calls.

Qualifications

Position requirements:

• Customer Service experience a plus 
• Ability to maintain a positive attitude in a fast-paced environment
• Capacity to multitask and prioritize in the ever-changing environment of healthcare
• Ability to work collaboratively with others
• Respect for information confidentiality
• Ability to show initiative, good judgment and resourcefulness

Education Requirements:

• College degree, or equivalent experience

Pay Range - Minimum

Pay Range - Maximum