Customer Service & Support Jobs in Hackensack, NJ (Now Hiring) — 126 open — Page 2

Overview

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change. 

Responsibilities

The Staffing Coordinator under the direction of the Nurse Manager or Administrative Supervisor (AS), performs accurate review, modify and correct employee schedules, timecards, punches and exception schedules, for staff assignment to nursing units. The Patient Placement Representative assumes the responsibility for patient throughput & bed management by identifying patient's needs and utilizing the resources available to facilitate optimum bed utilization. Places the patient in the right bed at the proper level of care. Is aware of and abides by all policies, procedures and medical board rulings as they pertain to bed assignments/ unit functions. (Example: isolation, medication administration, level of care, etc.).

 

• Plans, organizes and prioritizes tasks and schedule to meet critical deadlines in a fast-paced environment.
• Prepares, troubleshoot and resolve daily and future staffing and scheduling matters to maintain staffing guidelines to maximize the delivery of quality care and to minimize cost of patient care services.
• Utilize and demonstrate in-depth working knowledge of interdepartmental and/or hospital wide computerized scheduling and staffing systems functionality in PeopleSoft, Clairvia, and Kaba.
• Proficiency in Clairvia Scheduling System, PSOFT Time and Labor, includes the following tasks:
  • Approves all absence and work schedule requests submitted through Clairvia Web.
  • Posts and approves shift opportunities.
  • Generates new schedules and brings in absence requests.
  • Understands patterns and scheduling multiple jobs.
  • Corrects overlapping schedules.
  • Performs schedule edits and updates via Clairvia Client Schedule and Daily Editor.
  • Ensures absences and schedule changes are in Clairvia by 12 pm on Pay Monday.
  • Performs Timecard edits, such as entering missed punches, shift overrides, cancelled meal deductions during the pay period in PSOFT Time and Labor.
  • Reviews and corrects all timecard exceptions during the pay period.
  • Reviews timecards to ensure all schedules loaded from Clairvia.
  • Reviews payable time for accuracy before timecard approval on Pay Tuesday in PSOFT Time and Labor.
  • Ensures all timecards are complete, without exceptions, by 1 pm on Pay Tuesday.
• Utilizes technology (M/S word, outlook, excel) to maintains staffing files, reports, prepares data related to staffing and scheduling, audits, and documentation efficiently and accurately.
• Orders office supplies and maintains inventory.
• Demonstrates ability to work with others to achieve and support the mission of the medical center including shared governance and the blue print of nursing.
• Demonstrates accountability for professional development of self and peers, through formal and informal education and evaluation in collaboration with Learning and Performance.
• Demonstrates effective communication skills therefore reducing barriers to communication for all staff.
• Interact with customers particularly via phone, email & department walk-ins.
• Executes bed management functions on multiple hospital computer systems to assign beds to incoming admissions in accordance with the policies, procedures, protocols, medical board rulings, philosophy of department and the Medical Center.
• Prioritizes admission sources (Cath Lab, ETC, PACU) to minimize delays and enhance patient flow.
• Prepares and distributes bed status report to executive staff, senior and medical leadership, department directors, etc. identifying bed availability.
• Performs ongoing assessment in anticipation of patient needs based on volume or specialty requirements, i.e. isolation, organ transplants, etc., to minimize the need for blocked beds and allowing for the proper use of private rooms.
• Reviews and expedites all in-house transfer requests in accordance with established policies in the following priority: medical (includes level of care ICU, intermediate, isolation, observation management, etc.), bed status, patient and family request.
• On a daily basis, interacts with members of the medical staff as well as physician offices in processing patients for direct admission. Obtains all required information and communicates with the Nurse Manager / Director of Capacity Management in a timely manner.
• Updates Patient Expiration book.
• Performs electronic census balancing each shift to verify accommodation codes for billing purposes. Updates and revises accommodation codes based on changes in level of care to avoid / minimize denials by third party payers. In a disaster, provides real time bed availability to the command center for disaster management.
• Calls patients at home (Direct Admits from home ONLY) with bed availability information as needed and forwards completed packet with ready room assignments to reception area or ETC.
• Collects and disperses information on all aspect of patient admission, discharge, transfer and expiration to nursing units and all other affected parties.
• Demonstrates the standards of behavior in accordance with the goals and mission of the medical center.
• Collects patient documents for all elective admissions daily
• Utilizes all downtime procedures when computer is in downtime mode.
• Adheres to the standards identified in the Medical Center's Organizational Competencies.
• Recognizes and responds to opportunities to promote and market HUMC.
• Works directly with the transfer center to answer phone calls and coordinate MD to MD/RN/RN communication.
• Prepare and present at daily huddles held at 8a, 1030a, 1230p and 330p.
• Collects and enters information for the EDRS (Electronic Death Certificate Registry).
• Notifies Doctors with each death to sign the EDRS.
• Enters all Hospice admission information which includes logging and entering the patient reservation.
• Checks all admitted patient's charts for discharge orders.
• Change accommodation codes (SDS, SAC) to insure accurate billing.
• Fax funeral information to morgue.
• Deliver fetal death certificates to morgue.
• Deliver autopsy consents to the Department of Pathology.
• Track Oncology patient volume and coordinate bed placement based on severity of illness.
• Track Memorial Sloan Kettering (MSK) patients and prioritize on arrival.
• Track all Oncology patients for appropriateness for admission to oncology and document when patient is patient is admitted to an alternate bed based on bed availability.

Qualifications

Education, Knowledge, Skills and Abilities Required:

• High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
• 2 to 3 years minimum of clerical experience.
• Proficient in computer skills.
• Strong working knowledge of Microsoft Office applications, such as excel (pivot tables, vlookup and formulas, spreadsheets); word (mail merge, tables), outlook (email, calendars, tasks).
• Maintains a high degree of accuracy with minimal errors. 
• Able to problem solve.
• Able to make clear decisions in a fast paced environment.
• Demonstrates active listening skills to accurately interpret employee and/or management inquiries.
• Provides superior customer service through all types of interactions by maintaining a positive, friendly and patient attitude at all times.
• Maintains confidentiality.
• Applies effective problem-solving skills.
• Strong attention to detail.
• Excellent communication and time management skills.
• Always provides outstanding customer service by answering calls in a friendly and positive manner, keeps 'hold time' to a minimum and caller informed, and resolves all inquiries in a timely fashion.
• Keeps customers informed with frequent call-backs and updates on pending issues until resolution is completed.
• Speaks clearly and confidently without hesitation.
• Exceptional interpersonal skills (patient, articulate, friendly and positive).
• Demonstrates a team player attitude and willingness to do whatever it takes to support the department's goals and vision.
• Willing to work flexible hours.
• Follows directions and instructions carefully.
• Behaves in a professional manner at all times.
• Develops individual goals that align with department and organization goals. 

 

Education, Knowledge, Skills and Abilities Preferred:

• Associates degree in Healthcare Management.
• Proficiency in Clairvia Scheduling System.
• Proficiency in PSOFT Time and Labor.
• Medical Terminology.
• Ability to multi-task in a high stress environment.
• 1 - 2 years as an Admission Associate.
• Experience in an acute care hospital setting. 

Starting Minimum Rate

Minimum rate of $24.34 Hourly

Job Posting Disclosure

HMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package. The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non-discriminatory factors, including but not limited to: Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness. Experience: Years of relevant work experience. Education and Certifications: Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training. Skills: Demonstrated proficiency in relevant skills and competencies. Geographic Location: Cost of living and market rates for the specific location. Internal Equity: Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization. Budget and Grant Funding: Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered. Some jobs may also be eligible for performance-based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts. In addition to our compensation for full-time and part-time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.