Patient Representative Call Center

Mount Sinai Medical Center•Miami Beach, FL

2d•Hybrid

About The Position

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: Job Description Summary: 8:30AM - 5 PM, Monday to Friday Hybrid opportunity to work from home after 6 months working at the hospital on Miami Beach. Base salary PLUS new monthy and quarterly incentive progam! The Patient Representative supports patients by efficiently handling incoming calls, scheduling appointments accurately, and following established call flow and workflow processes. This role provides professional, empathetic service, utilizes call center and scheduling systems effectively, and ensures proper documentation, notes, and message handling. The representative adheres to schedule expectations, demonstrates strong communication and customer service skills, and follows escalation procedures when needed to support a positive patient experience.

Requirements

Bilingual in Spanish
High School
1 year of experience in Contact Center or similar role.
Some knowledge of medical terminology or healthcare operations.
Excellent communications skills.
Adept at computer software including office automation tools.
Track record of outstanding customer service

Responsibilities

CALL FLOW - Can follow prescribed call flow for routine scheduling calls.
PATIENT INTERACTIONS - Consistently demonstrates proper etiquette when receiving, transferring, or placing calls on hold.
PATIENT EXPERIENCE (Empathy) - Has completed empathy training and understands the importance of this skill.
SCHEDULING EXPERTISE - Demonstrates basic facility with the technology systems in making appointments.
PROCESS COMPLIANCE - Consistently demonstrates compliance with workflow processes such as wrap codes, CRM, notes, and messages.
APPOINTMENT ACCURACY - For a majority of appointments, is able to make appointments with the right physician within the right timeframe.
ESCALATIONS - Demonstrates understanding of the escalation process for appointments.
QUALITY ASSURANCE - Accepts quality assurance feedback and understands improvement opportunities.
PROFESSIONALISM - Always acts professionally.
SCHEDULE ADHERANCE - Adheres to schedule and is very reliable with attendance.