Employer Name: Weill Cornell Medicine

Customer Service Representative II Title: Customer Service Representative II Location: Upper East Side Org Unit: Administration Work Days: Monday-Friday Weekly Hours: 35.00 Exemption Status: Non-Exempt Salary Range: $25.27 - $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 and within a call center environment, is responsible for ensuring the efficient and accurate management of incoming communications and the scheduling of patient appointments, utilizing established protocols and procedures. This role also assists with training of junior staff. Job Responsibilities Manages inbound and outbound phone calls and inquiries. Routes calls and messages within the practice management system to appropriate staff. Responsible for triaging calls for various sub-specialties/modalities, requiring proficiency in each. 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(s). Collects new patient records as applicable. Obtains, reviews and updates patient demographic and insurance information within the practice management billing system. Maintains clinicians' administrative and/or clinical/surgical schedules/calendars as needed. 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. May provide coverage to other administrative patient-facing roles as needed. Manages patient chart process to ensure that information is inputted and scanned properly. Assists with special projects as assigned Assists with the training of new staff members as needed. Education High School Diploma Experience Approximately 2 years of experience in a customer service role Knowledge, Skills and Abilities Must possess outstanding customer service 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 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. To apply, visit https://jobs.weill.cornell.edu/NY/job/New-York-Customer-Service-Representative-II-NY-10021/1306405200/ Copyright 2025 Jobelephant.com Inc. All rights reserved. Posted by the FREE value-added recruitment advertising agency jeid-08fa1869af857e46ae5a772b9255b44e