Call Center

The Contact Center Care Coordinator is responsible for providing outstanding customer service while managing and coordinating healthcare services between patients, family members, care providers, and other healthcare institutions. Their duties can include scheduling appointments and providing support, education, and guidance to patient and providers alike.

• Ensures a positive and exemplary experience with all patients by focusing on patient experience, satisfaction, and resolution
• Respond to customer inquiries via phone, email, and chat in a timely and professional manner
• Provide accurate information about products and services to customers
• Resolve customer complaints and concerns in a timely and effective manner
• Document customer interactions and record details of inquiries, comments, and complaints
• Follow up with customers, as needed, to ensure that their issues have been resolved to their satisfaction
• Meet or exceed established service level metrics for quality and productivity
• Stay up-to-date with product and service information and promotions
• Work collaboratively with other team members to provide excellent customer service
• Perform other duties as assigned by the Contact Center leadership

• Proven work experience in a customer service role
• Relevant training in call center or contact center environments
• High school graduate or equivalent
• Two years experience in a call center-related role
• Previous healthcare experience and familiarity with medical terminology
• Computer skills and proficiency in Microsoft Office

• Proficiency in a call center or customer service setting, with knowledge of customer service principles and practices and call center telephony and technology
• Experience with Electronic Medial Record (EMR) system
• Excellent listening, interpersonal, and communication (verbal and written) skills, and professional, pleasant, and respectful telephone etiquette.

• Ability to communicate effectively and clearly, both verbally and in writing, with callers, colleagues, and managers.
• Actively listen to callers to understand their needs and concerns is a crucial skill for customer service representatives.
• Strong problem-solving and critical thinking skills to quickly and efficiently resolve the caller’s request and concerns.
• Ability to manage time effectively and prioritize tasks in order to meet service level metrics, both individually and as a team.
• Ability to handle multiple tasks at once, such as answering calls, responding to emails, and updating customer records.
• Knowledge of computer software and programs, such as Microsoft Office and CRM software, is essential for recording and retrieving customer information.
• Working collaboratively with colleagues and managers.
• Ability to adapt to changes quickly both with the caller’s needs and preferences, as well as changes in company policies and procedures.

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. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions. Work may require sitting for long periods of time; also stooping, bending, and stretching for files and supplies. Occasionally lifting files or paper weighing up to 30 pounds.

Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier, and other office equipment. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts. It is necessary to view and type on computer screens for prolonged periods of time.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions. Work is performed in an office environment. Involves frequent interaction with staff, patients, and the public.