Northwell Health Customer Svc Rep - NYServes in Melville, New York

Req Number 001U4N

Job Category General Clerical/Secretarial

Job Description

  1. Assists individuals in making appointments for various clinical services throughout the Health System.

  2. Identifies specific patient needs to determine appropriate appointment type, location and urgency.

  3. Obtains necessary demographic and insurance information and enters data into department computer system.

  4. Verifies insurance coverage and other related data with third party carriers for scheduled appointments/procedures.

  5. Determines if patient requires language interpretation, wheelchair and/or transportation accommodations and facilitates scheduling of services.

  6. Communicates clear instructions and education related to scheduled services utilizing appropriate guidelines.

  7. Facilitates appointment requests received through Health System’s centralized online forum.

  8. Uses procedures, policy manuals, knowledgebase and other reference materials to assist in answering various general inquiries and issues.

  9. Triages specific and complex inquiries to appropriate resource (management, clinical call center, billing call center, etc.).

  10. Documents customer inquiries, issues, transactions and other relevant information into department computer system.

  11. Identifies unusual events or consistent problem areas and addresses with management. Suggests methods to simplify, enhance or update procedures.

  12. Performs related duties as required.

*ADA Essential Functions


  1. High School Diploma or equivalent, required. Bachelor’s degree, preferred.

  2. Prior related customer service experience, preferred.

  3. Working knowledge of computer applications and data entry skills, required.

  4. Customer service skills, required.

  5. Ability to communicate and interact effectively with patients, families, and healthcare providers, required.