Job Description

Position: Call Center Agent

Location: New York, NY - 10038

Duration: 3 Months + Possible Extension

Shift Time:  4:00 PM - 12:00 AM

RESPONSIBILITIES: • Serves as a liaison to NYC Health + Hospitals acute care hospitals and clinics and other non-Health and Hospital referral sources as well as hotel operations staff • Answers the Central Processing phone line and intakes referrals • Under the guidance of the shift manager, inputs referral information (patient demographics, referral source, referrer information, etc.) into the Transfer Database (Access Database) • Upon receiving the nursing clinical assessment and as directed by the manager of the shift, inputs assessment information into the record in the Transfer Database and follows through the case accordingly: a. Document cancelations and reasons b. Call patient or hospital/referrer to notify of hotel approval c. Arrange transfer logistics, including going over the Hotel code of conduct/reminders with the patient/referrer/sending hospital staff, scheduling Curb cab transportation, obtaining room reservation from hotel, creating pending admission in Epic, and informing patient/sending facility and hotel of any updates/changes to the transfer logistics  d. Ensure transfer status are up to date in the database for all transfers processed • Participate in web ex and/or on-site meetings as well as trainings as needed. Report out on any anomalies, issues, or incidents that occurred during the shift in real time by escalating to the Manager of the shift  • Achieve and maintain operational efficiency and effectiveness by monitoring compliance with standard work flows and leveraging electronic platforms/tools. (e.g., Epic/database) in keeping with NYC Health + Hospitals’ legal, regulatory, programmatic and operational expectations • Perform all duties within HIPAA regulations. • Any other duties as required. MINIMUM QUALIFICATION REQUIREMENTS:

1. A Bachelor’s Degree with a specialization in Hospital Administration, Health Care Administration, Administrative Medicine or in Public Health when conferred for a program in hospital administration from an approved college or university; and, 2.Four years of administrative experience and background at responsible administrative levels; or,
2. An equivalent combination of training, educational background and experience in related fields and educational disciplines; and,
3. Well-versed in the business and social aspects of healthcare systems, operations, customer service, marketing, compliance and ethics. ADDITIONAL QUALIFICATIONS: • Strong organizational and multi-tasking skills • Experience in Call Centers, healthcare facility Admissions/Transfer departments  • Demonstrated cultural competence, strategic and analytical skills, including the ability to analyze complex situations, learn quickly and synthesize corresponding solutions, options, and action plans.  • Creative problem-solving skills, including the ability to identify areas of common ground across potentially competing points-of-view.   • Excellent communication skills, including written and oral presentation skills, with the ability to engage, build credibility and engender trust  • Ability to work well under the pressure of deadlines, prioritize responsibilities, handle multiple tasks simultaneously  • Proficiency in Microsoft Office Suite (including but not limited to Access database, Word, Outlook, Excel), data entry • Proficiency/experience working within electronic health record (EHR) systems, preferably Epic

Company Description

HirePower Personnel, Inc. (HPP) is a woman-owned and operated Staffing and IT Professional Services business incorporated in 2002. HPP continually assesses the business climate and develops staffing applications to meet our client’s needs. Exceptional customer service and a results-oriented approach to employment enable us to create the right fit for both the client and employee. HPP holds Historically Underutilized Business (HUB) and Women’s Business Enterprise (WBE) Certifications. We have provided support to clients in the following segments: Information Technology, Refining & Marketing, Exploration & Production, Healthcare, Manufacturing Retail Distribution, Logistics, Payroll & Resource Planning Optimization, Geology & Geophysical, Finance, Administration, Customer Service, and Automotive. HPP has a proven track record of successfully managing multiple projects and revenue streams over $4M annually per project. Our thorough vetting system includes extensive background checks, drug screening, a proprietary resume database of qualified personnel and account-specific recruiters to ensure comprehensive service and true partnership. We also have a Global Resourcing Center based in Romania that allows us to work around the clock sourcing candidates to fulfill your staffing needs.