Call Center Coordinator​/Lead

The Call Center Agent plays a vital role in creating a positive and seamless experience for patients contacting Avenue 360 Health & Wellness. As the first point of contact by phone and other communication channels, this position assists callers with scheduling appointments, obtaining information, and navigating available services. By delivering exceptional customer service, managing information accurately, and supporting efficient call center operations, the Call Center Agent helps foster a patient‑centered, solution‑oriented environment.

This position is directly accountable for the following key areas:

• Provide exceptional, welcoming, and professional interactions for every caller.

• Demonstrate empathy, optimism, a positive attitude, and a commitment to service.

• Assist callers by identifying needs, answering questions, and finding timely solutions.

• Maintain a warm, inviting, and patient‑centered communication style.

• Properly greet callers and follow established call scripts as applicable.

• Manage high volumes of inbound and outbound calls, including outreach efforts and follow‑ups.

• Conduct general outbound calling and targeted outreach campaigns.

• Respond to customer emails and other non‑phone inquiries.

• Utilize phonetic headsets and maintain productivity throughout the shift.

• Meet or exceed daily call‑volume expectations.

• Schedule, update, and manage patient appointments and referrals accurately.

• Verify identity, confirm visit details, and ensure accuracy in all scheduling actions.

• Demonstrate an understanding of basic healthcare terminology (primary care, benefits, HIPAA, etc.).

• Ensure all daily schedules, tasks, and dispositions are completed accurately.

• Complete all required data entry, call logging, and reporting in a timely and accurate manner.

• Maintain accurate and updated patient account information.

• Research information using available resources, FAQs, system tools, and online references.

• Uphold confidentiality, privacy, and compliance standards in all documentation.

• Efficiently use computers, MS Windows, email, online forms, and websites.

• Perform quick and accurate keyboard typing and mouse navigation.

• Use call center and scheduling software effectively.

• Meet or exceed organizational performance goals and metrics.

• Provide leadership support to call center staff as needed.

• Assist in managing workflow, troubleshooting issues, and supporting operational efficiency.

• Model professionalism, reliability, punctuality, and adherence to attendance expectations.

• Prepare and update training materials for new call center team members.

• Deliver training sessions in a simple, clear, professional manner.

• Conduct individualized call audits to evaluate quality, service tone, and accuracy.

• Maintain up‑to‑date industry knowledge and share updates with the team.

• Support the Manager in ensuring consistency across procedures and workflows.

• Provide cross‑coverage to other clinics as needed.

• Adapt to changing priorities and assist with tasks outside of routine responsibilities as needed.

• Perform additional duties or special projects assigned to support organization operations.

• Understand that the responsibilities listed are not intended to be all‑inclusive and may evolve based on the needs of the clinic.

• High school diploma or GED required.

• Minimum of 2 years of experience in a call center, customer…