Customer Service Representative (CSR)
In a nutshell: Our CSRs play a major role in the organization—we are the first point of contact that the patient or referring MD office may have with our organization—and our goal is to coordinate safe, comfortable, friendly, convenient, and high quality outcomes for our patients before arrival. We cover many modalities (CTs, X-rays, MRIs, etc.) and seven sites.
About this Job
Position Summary
The Customer Service Representative (CSR) answers a high-volume of inbound phone calls to Weill Cornell Imaging at NewYork-Presbyterian’s (WCINYP) Call Center. Speaks directly with patients and referring physicians, the CSR schedules appointments at WCINYP’s seven outpatient facilities, ensures that insurance information is accurate, insurance authorization is obtained, prescription for the exam is obtained, and that the patient is prepped properly for his/her visit. This is a highly-visible role in a very fast-paced call center; the CSRs must be able to think outside of the box, problem solve, work well under pressure, understand complex situations, communicate in an effective and courteous manner, and work with management and clinical staff on a daily basis to ensure the highest level of referring physician satisfaction, patient satisfaction, and safety.
Position Activities
Answers phone calls at Weill Cornell Imaging at NewYork-Presbyterian’s Call Center, which connects and services seven (7) Outpatient Imaging Centers. Patients and referring physicians will have one telephone number to access all seven facilities for appointments and general inquiries. Goal of the Radiology Call Center is to facilitate timely imaging (including same day) of patients and accommodating patients at one of our seven sites. Addresses and approaches patient and referring physician requests in friendly, helpful, tactful, courteous and calm manner. Adheres to Weill Cornell-We Care standards of customer service. Keeps manager informed when takes oneself out of queue for scheduled (lunch) and unscheduled departures from call station.
Adheres to “scripts” and protocols for handling different requests and responding to requests for information. Exercises some independent judgment when dealing with patients and unusual or special requests; contacts manager when requires assistance with difficult or unusual situations. Maintains current knowledge of outpatient imaging policies & procedures and customer service standards. Schedules appointments across all seven outpatient imaging sites via multi-site scheduling in the Medicalis RIS system in accordance with policies regarding accommodating requests for site or radiologist, “first available,” and responsiveness to same day requests and over-booking.
Ensures “request for order” from licensed physician or provider is received at Call Center. Enters exam order and “reason for exam- diagnosis code” provided on referring doctor’s order into the Medicalis RIS. Scans paper order into RIS. Enters new “referring physician” name and address into RIS if referring doctor is not already in Medicalis RIS and/or EPIC systems. Ensures that for those radiology exams requiring insurance pre-certification, a pre-certification has been obtained by referring physician. Determines whether referring physician will be sending pre-cert or if patient will be bringing this important information.
Advises patient of preparation (if any) required for examination. Routes call to appropriate Outpatient Imaging Center as needed and requested by patient or referring physician. Assists in locating radiologist, especially when requested by referring physician.
Schedules appointment requests received electronically from the EPIC Clinical Information System utilized by other Weill-Cornell Physician Organization (PO) physicians. Works queues/lists for “requests for appointments” from EPIC. Contacts patient to determine appointment time and date convenient for patient. Registers new patient or updates info on existing patient in EPIC. Ensures that patients are scheduled in the Medicalis RIS and confirmed appointment is sent back, via EPIC or phone call, to referring doctor. EPIC orders should be processed the same day whenever feasible but in no case in more than 1 business day.
Schedules appointment requests received from NYPH’s web-portal for allowing patients to request physician appointments and radiology exams. Contacts patient, in manner specified by patient in his/her email request, to determine appointment time and date convenient for patient, obtain “request for exam” from referring physician. Registers new patient or updates info on existing patient in EPIC. Ensures that patients are scheduled in the Medicalis RIS and confirmed appointment is sent back to patient. Requests from NYPH web-portal should be processed the same day whenever feasible but in no case in more than 1 business day.
Respects and adheres to rules and regulations regarding patient confidentiality, HIPAA and handling PHI (Protected Health Information). Refers patients to supervisor or asks for supervisor’s guidance if question / situation is unusual, difficult, or outside scope of duties or if individual needs help in dealing with patient or issue. Assists with maintaining general cleanliness and neatness of work area. Helps to maintain routine office equipment – phones, computers, printers, fax machines, etc.
Performs other related duties as assigned.
Requirements
Minimum Requirements
Bachelor's Degree.
Minimum of 2 years working experience as a Receptionist, Secretary, or Customer Service Representative, or in a customer/patient-facing role.
Highly Desired Requirements
Minimum 6 months experience in a clinical practice or medical office.
Experience working in a Radiological office or Department.
Previous experience working with various Managed Care Companies.
Working knowledge of EPIC, Medicalis, MS Excel, MS Word.
Skill and Abilities
Excellent data entry skills.
Demonstrated team-player attributes.
Demonstrated organizational skills and ability to pay close attention to detail.
Demonstrated ability to multi-task and prioritize in a fast-paced environment. Must be able to handle pressure well.
Must possess outstanding customer services skills; compassionate, courteous, and helpful phone manner. Must be able to maintain a tactful demeanor while handling a continuous stream of high volume phone inquiries.
Ability to speak other languages is highly desired, particularly Spanish and Mandarin.
Working Conditions/Physical Demands
Ability to provide flexible availability to work days, nights, and weekends.
Ability to sit for 8 hours while taking phone calls.
About Weill Cornell Imaging at NewYork-Presbyterian
Drawing on the academic excellence of Weill Cornell Medical College and the outstanding clinical resources of NewYork-Presbyterian Hospital, Weill Cornell Imaging is an outpatient diagnostic program that provides superior imaging and interpretation services.
With the opening of Weill Cornell Imaging's flagship facility in the Weill Greenberg Center and the redesign of its six additional sites, referring physicians will find fast and easy access to diagnostic and screening procedures for their patients. One call to our Scheduling and Service Center — staffed by friendly and knowledgeable Customer Service Representatives — ensures a prompt appointment for patients at one of our beautifully appointed and comfortable locations.