Overview

Join our team as a day shift, full-time, Call Center Patient Services Supervisor in Westwood, NJ.

Fulfilling your purpose begins here: 

People First, Always. Here’s how we take care of our people: 

• Medical, vision, dental health insurance, health savings account / flexible spending, competitive pay, paid time off, 401k retirement plan with company match, employee assistance program and more. 

Your team is bigger than your department: 

• Hackensack Meridian Pascack Valley Medical Center is a 128-bed, full-service, acute-care community hospital with a new emergency department, a state-of-the-art maternity center, a women's imaging center, and an ICU.
• We believe healthcare is a team sport and every player has something to contribute. We show compassion, celebrate differences and treat one another with respect. 

Responsibilities

• Effective Time Management and communication skills
• Overseeing and assessing customer service staff activities and providing them with regular performance-related feedback.
• Strategizing and monitoring the daily activities of customer service operations.
• Assisting customer service staff with duties where required.
• Training staff in areas of customer service and company policies.
• Training and Mentoring new hires
• Monitoring call recordings for quality assurance
• Assisting in investigating and solving customer service complaints.
• Assisting with the development and implementation of service policies and explaining these to staff and customers.
• Managing call overflow, escalations, and call assistance to Team during high-call volume, short-staffed, etc., occurrences with professionalism and courtesy.
• Maintaining documentation pertaining to Patient Services department activities.
• Multi-specialty practice, managing five offices appointments, and 40 Providers
• Be a liaison and an advocate for the Patients whilst complying with HIPAA regulations, privacy, and confidentiality in all forms of communication
• Professionalism and exceptional skills when managing Employees, Patients and working with Practices and Providers
• Knowledge and/or ability to work a computer-based call system to answer, transfer, etc. all calls
• Additional duties; as needed.

Qualifications

Job Requirements

• Previous experience in call center environment
• Experience with EPIC or similar EMR application
• Familiarity with medical terminology
• Familiarity with EMR systems

Preferred Job Requirements

• Associates, High School Diploma, or GED equivalent; higher education may be substituted for experience