Call Center Coordinator

Call Center Coordinator

Position Summary:

The Call Center Coordinator is responsible for telephonic outreach and screening of identified members based on plan stratification for care management with a call center approach. Call Center staff also monitor incoming calls, process referrals, and assist with any questions or needs identified. An experienced and energetic communicator, the coordinator is focused on deepening program participation and making members aware of CCNC program offerings.

The Call Center Coordinator interacts with members, providers, and other staff to initiate program interventions, document activities, and refer risk‑appropriate members to professional staff according to protocols. The candidate must have a disposition towards good customer service, be assertive without being aggressive, and always maintain a professional demeanor. The position is primarily remote with occasional in‑person training and travel may be required.

• Conduct continual telephonic outreach to identified and referred members focused on engaging members with care management services.
• Receive/retrieve and manage referrals from callers and/or data reports, linking members with care management needs as identified.
• Complete and document member screening tools and refer clinical needs to most appropriate care management team member for assessment and follow‑up.
• Verify demographic information.
• Send educational materials, welcome letters, and/or other resources to members, as necessary.
• Assist in identifying and addressing Social Determinant of Health needs.
• Assist with guidance in scheduling medical appointments and transportation as needed.
• Provide information on community resources.
• Assist member with care coordination of resource needs and health care system navigation.
• Provide culturally appropriate general education and information.
• Meet monthly productivity and role expectations.
• Complete all assignments within expected time frames.
• Perform other duties that keep operations organized and functions as needed.
• Notify supervisor promptly of any issues with receiving or sending referrals, making timely care management assignments, or issues with carrying out assigned duties.
• Collaborate with the Care Team to address barriers and create efficiencies with processes.
• Abide by department guidelines, company policies, and HIPAA regulations.
• Perform all other duties as requested.
• Attend departmental and corporate meetings.
• Understand and uphold CCNC goals, objectives, and standards.

• High School/GED.
• Prior telephonic call center experience desired.
• Minimum of two years previous work experience, preferably in a health care setting.
• Healthcare experience and medical terminology knowledge highly preferred.
• Bilingual preferred.
• Managed care experience a plus.

• Computer skills required including various office software and the internet; experience with MS Office software preferred.
• Strong initiative and attention to detail.
• Performance metric driven and productivity mindset.
• Strong oral and written communication proficiency.
• Organizational and time‑management skills.
• Strong interpersonal and critical‑thinking skills, team‑oriented.
• Resourceful – able to shift strategy or approach in response to the demands of a situation.
• Adaptable – responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.
• Motivational interviewing skills.
• Knowledge of care management principles.
• Ability to work independently, multi‑task, and use sound judgment when needed.
• Outgoing and energetic attitude; respectful customer service skills.
• Ability to provide information in a manner that is culturally and linguistically appropriate.
• Knowledge of and experience working in member or clinical data systems.

• The job environment is a home environment.
• Routinely there may be some minor physical inconveniences or discomforts in the work setting, including sitting for moderate periods and repetitive wrist motion.
• The job environment can be intense as high volume, repetitive work is an expectation.

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