Customer Engagement Representative - Contact Center - Full-Time - Evenings - Midtown

Better Communication, Better Service

Step into the fast-paced world of New York-Presbyterian Hospital/Weill Cornell Medical Center, a high-tech, high-performance environment with more than 40,000 endpoints and over 60,000 phones. That means more calls processed than the entire state of Montana—and only 32 seconds of system downtime in the past ten years.

Customer Engagement Representative - Contact Center - Full-Time - Evenings - Midtown

As a member of our Patient Experience Contact Center team, you will be highly engaged in interacting with both internal and external clients. Primary responsibilities include answering and directing inbound phone calls, responding to questions from consumers and clinicians in a professional and timely manner, processing orders, facilitating inquiries, troubleshooting problems and complaints, utilizing directory services, patient information retrieval and emergency medical code activation.

As a Customer Engagement Representative, you will be responsible for consistently meeting/exceeding key business metrics, operating several PC-based applications, monitoring and communicating via available platforms including email and instant messaging, meeting or exceeding quality expectations and adhering to our organizational credo of Respect. This position reports directly to a Call Center Supervisor in a structured work environment and is based out of our corporate office in Midtown Manhattan.

Hours: 4:00pm - 12:00am including both weekday and weekend shifts. The CER requires flexibility in schedule adjustments due to business needs. This includes temporary schedule changes to allow for needed/required training. Off Days: Mondays and Tuesdays.

Preferred Criteria

• Associate’s degree
• Bilingual in Spanish
• Hospital experience
• Contact center experience highly preferred

Required Criteria

• High School Diploma or GED
• One year of related experience
• Excellent communication and customer service skills
• Ability to handle high volume of calls quickly utilizing customer service skills
• Familiarity with basic medical terminology
• Computer proficient and skilled with multiple PC and Web based software applications

Join a healthcare system where employee engagement is at an all-time high. Here we foster a culture of respect, diversity, and inclusion. Enjoy comprehensive and competitive benefits that support you and your family in every aspect of life. Start your life-changing journey today.

Please note that all roles require on-site presence (variable by role). Therefore, all employees should live within a commutable distance to NYP.

NYP will not reimburse for travel expenses.

__________________

• 2024 “Great Place To Work Certified”
• 2024 “America’s Best Large Employers” – Forbes
• 2024 “Best Places to Work in IT” – Computerworld
• 2023 “Best Employers for Women” – Forbes
• 2023 “Workplace Well-being Platinum Winner” – Aetna
• 2023 “America’s Best-In-State Employers” – Forbes
• “Silver HCM Excellence Award for Learning & Development” – Brandon Hall Group

NewYork-Presbyterian Hospital is an equal opportunity employer.

Salary Range:

It all begins with you. Our amazing compensation packages start with competitive base pay and include recognition for your experience, education, and licensure. Then we add our amazing benefits, countless opportunities for personal and professional growth and a dynamic environment that embraces every person. Join our team and discover where amazing works.