Customer Service Representative

Job Title: Customer Service Representative

Title: Customer Service Representative  

Location: Upper East Side  

Org Unit: Call Center 

Work Days:  Mon-Fri (5 Days Per Week)

Weekly Hours: 35.00 

Exemption Status: Non-Exempt

Salary Range: $25.34 - $28.24  

*As required under NYC Human Rights Law Int 1208-2018 - Salary range for this role when Hired for NYC Offices 

Position Summary

Under direct supervision, is responsible for ensuring the efficient and accurate management of incoming communications and the scheduling of patient appointments, utilizing established protocols and procedures

Job Responsibilities

• Obtains, reviews and updates patient demographic and insurance information within the practice management billing system.
• If applicable, ensures that patients provide any pre-visit documentation, pre-certifications or authorizations for medical services as needed, and/or a referral, if required.
• Coordinates calendars and schedules appointments and meetings. Prioritizes requests for meetings and coordinates the necessary arrangements for meetings.
• Answers incoming phone calls and inquiries. Routes calls and messages within the practice management system to appropriate staff.
• Adheres to “scripts” and protocols for responding to requests and questions. Exercises some independent judgment when dealing with patients and unusual or special requests; escalates complex or difficult situations.
• Schedules and/or reschedules patient appointments within the practice management system.
• Maintains general cleanliness and neatness of work areas.
• Ensures that facilities and equipment are in optimal and proper working condition. Coordinates preventative maintenance and repairs as needed. May perform minor repairs if qualified and as needed. May advise on upgrades for performance enhancements.

Education

• High School Diploma

Experience

Approximately 2 years of experience in a customer service role

Knowledge, Skills and Abilities

• Excellent communication skills (both verbal and written).
• Demonstrated organizational skills; capable of working independently and as a team member.
• Must demonstrate a high level of proficiency in speaking, reading, writing, and comprehending English

Licenses and Certifications

Working Conditions/Physical Demands

Standard office work; Role will require long period of time in a sitting position

Cornell welcomes students, faculty, and staff with diverse backgrounds from across the globe to pursue world-class education and career opportunities, to further the founding principle of “any person, any study.” No person shall be denied employment on the basis of any legally protected status or subjected to prohibited discrimination involving, but not limited to, such factors as race, ethnic or national origin, citizenship and immigration status, color, sex, pregnancy or pregnancy-related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual’s genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law. 

Cornell University embraces diversity in its workforce and seeks job candidates who will contribute to a climate that supports students, faculty, and staff of all identities and backgrounds. We hire based on merit, and encourage people from historically underrepresented and/or marginalized identities to apply. Consistent with federal law, Cornell engages in affirmative action in employment for qualified protected veterans as defined in the Vietnam Era Veterans’ Readjustment Assistance Act (VEVRRA) and qualified individuals with disabilities under Section 503 of the Rehabilitation Act. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.