Customer Service Representative, Lead

Customer Service Representative, Lead - Stony Brook Children’s Service, UFPC  

Location: St. James, NY

Schedule: Full Time

Days/Hours: Monday - Friday; 8:00 AM - 5 PM 

Pay: $20.13 - $25.16

Our compensation philosophy aims to provide marketable compensation programs and to compensate employees based on relevant experience and education. Individual compensation discussions begin during the hiring process and may occur during job review and promotional opportunities. Salaries vary depending on experience, education and current market for the position. Human Resources determines the external and internal equitable salary for each employee. 

The above salary range (or hiring range) represents Stony Brook CPMP’s good faith and reasonable estimate of the range of possible compensation at the time of posting

SUMMARY: The incumbent is responsible for leading call center staff and operations, prioritizing work, and scheduling patient appointments.

Job Duties & Essential Functions: 

• Oversees call center staff and must have ability to perform all jobs under his/her lead
• Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, and completing system audits and analyses.
• Works closely with office manager to troubleshoot issues with patient registration and scheduling.
• Monitors the assignment of duties to staff and makes required adjustments to optimize efficiency within the call center.
• Screens medical calls and answers routine phone inquiries.
• Schedules patient appointments in computer system.
• Ensures that physician schedules are full at all times; calls new consults, wait lists and schedule patients appropriately.
• Resolves insurance authorization issues.
• Recommends disciplinary action of call center to office manager.
• Perform all other duties as assigned by management.

Required Education & Qualifications:

• High School diploma or equivalent.
• 4 years of full time customer service experience.
• Knowledge of medical terminology.
• Must be proficient in Microsoft Office.
• Must have excellent communication skills.

Preferred Qualifications: 

• Experience using EMR.
• Experience with an appointment scheduling system.
• Bachelor’s Degree.
• Three (3) years of supervisory experience, to include two (2) years in a busy practice.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate with patients, staff and medical providers. The employee must be able to exchange accurate information in these situations. This position is largely sedentary and requires the employee to remain stationary for a majority of the day. Any additional physical demands will be outlined and provided by management. 

The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of CPMP. 

StaffCo is a Professional Employer Organization, commonly referred to as a PEO, duly organized and registered under the New York Professional Employer Organization law. StaffCo and SUNY have entered into a professional employer agreement under which StaffCo is the employer of Stony Brook Clinical Practice Management Plan employees and responsible for all aspects of employment, including hirings, promotions, disciplines, terminations, the day-to-day direction and supervision of work, as well as labor relations and collective bargaining. StaffCo is fully responsible for providing all payroll and human resources services, including the payment of wages, collecting and reporting payroll taxes and maintaining any and all employee benefits.  SUNY Stony Brook Hospital is responsible for the operation of the hospital and provision of health care and is the co-employer as is necessary to conduct its responsibilities and for related licensure, regulatory or statutory requirements and obligations.    

Given StaffCo’s employment responsibilities, it is deemed the “employer” for employment and labor law purposes.  Thus, the employees are private sector employees of StaffCo, not public sector employees of SUNY.  The private sector nature of the StaffCo employees has been approved by NYS Civil Service and upheld in a decision by the US National Labor Relations Board. 

CPMP provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity or expression, or any other legally protected status.  This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall and transfer, leaves of absence, compensation and training.

CPMP expressly prohibits any form of workplace harassment based on race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity, or any other legally protected status.  Improper interference with the ability of CPMP’s employees to perform their job duties may result in discipline up to and including discharge.