Patient Representative Contact Center

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.

The Contact Center Representative is responsible for providing exceptional customer service by accurately scheduling physician appointments and related services for patients via phone, email, or chat. This role ensures that all scheduling activities align with provider availability, patient needs, and organizational protocols, while maintaining confidentiality and professionalism at all times.

Key Responsibilities:

• Answers inbound calls, emails, and messages to schedule, reschedule, or cancel patient appointments.
• Verify and update patient demographic and insurance information during scheduling interactions.
• Coordinate appointments with appropriate providers based on patient needs, location, and urgency.
• Follow workflow, scripts and guidelines to ensure consistent service quality.
• Utilize scheduling EMR (Epic) system to manage appointment calendars and documentation.
• Collaborate with physician offices, clinical staff, and other departments to resolve scheduling conflicts or special requests.
• Inform patients of required preparation, documents, or procedures related to their appointment.
• Handle high call volumes while maintaining accuracy and empathy in all communications.
• Maintain HIPAA compliance and protect patient confidentiality at all times.
• Identify urgent calls or medical issues and escalate appropriately per protocol.
• Adheres to schedule and is very reliable with attendance.

Qualifications:

• 1 year experience in a healthcare setting preferred
• Bilingual in Spanish
• High School Diploma
• Successful completion of 6 month training required to be elligible to work from home

Benefits:  We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs. Our robust employee benefits package includes:

·       Health benefits

·       Life insurance

·       Long-term disability coverage

·       Healthcare spending accounts

·       Retirement plan

·       Paid time off

·       Pet Insurance

·       Tuition reimbursement

·       Employee assistance program

·       Wellness program