Assistant Coordinating Manager​/NYC Care Specialist

NYC Care Specialist, Contact Center

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.

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.

Position may require staff work one of multiple shifts that could start as early as 7 am and as late as 10 am

The NYC Care Specialist, Contact Center, serves as a liaison between patient, provider, practices and clinics as well as providing financial assistance support to cover their healthcare costs. Responsibilities include interviewing patients and families to determine coverage eligibility, assisting with financial assistance enrollment, answering patient questions as well as scheduling patient appointments. Daily tasks include:

• Screens uninsured or underinsured patients over the phone in order to identify financial assistance eligibility;
• Assists patients with NYC Care enrollments, renewals, , benefits, related programs (like Groceries to Go) and general questions;
• Performs outbound calls to patients in order to complete financial assistance enrollments and/or renewals as well as or for other NYC Care outreach efforts;
• Ensures familiarity with NYC Health + Hospitals' financial assistance policies and procedures;
• Guides patients through the process of scanning: patient , insurance card(s), referral forms (if applicable) and consent forms obtained from the patient into the document imaging system;
• Ensures all required supporting documentation for program applications is obtained through a secure document transfer method;
• Follows-up on status of applications until a coverage determination is made;
• Documents case and patient information clearly and completely in Epic;
• Interact with other departments to identify patient status determinations and changes;
• Refer accounts requiring escalation, to supervisor in a timely manner;
• Provides professional and high-quality customer service to patients through adherence to workflows and in compliance with policies and procedures;
• Leverages appointment templates and/or clinic and practice scheduling information to improve and deliver patient-facing services;
• Interacts with patients and respond to inquiries via MyChart, H+H Online Scheduler and other omnichannel communication platforms; some duties may include offline work like MyChart patient inquires, web chat, appointment review or assistance, etc.;
• Supports the Contact Center taking other patient service line inbound calls during high call volume periods;
• Schedules, confirms and cancels appointments for NYC Care member and patients;
• Performs basic chart reviews and completes patient registration: insurance verification, update all patient demographic information, create hospital (HAR) accounts;
• Takes 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;
• Uses Cisco-Finesse, MyChart and other platforms to optimize patient experience;
• Participates in staff meetings, refresher training…