Support Coordinator, Care Center Operations

Req #:

Category: Revenue Cycle and Patient Access

Status: Full-Time

Shift: Day

Facility: Barnabas Health Medical Group

Department: Patient Access Services

Pay Range: $23.86 - $33.70 per hour

Location: 95 OLD SHORT HILLS ROAD, WEST ORANGE, NJ 07052

Job Title:

Program Coordinator

Location:

Barnabas Health Medical Group

Department Name:
Patient Access Services

Req #:

Status: Hourly

Shift: Day

Pay Range: $23.86 - $33.70 per hour

The above reflects the anticipated hourly wage range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

The Care Center Operations Support Coordinator plays a key role in ensuring seamless collaboration between the Contact Center and the Change and Integration (CI) team. This position supports daily workflow by managing inbound and outbound communications, maintaining CRM data accuracy, assisting with training and go-lives for new practice integrations, and ensuring efficient and high-quality call center operations.

The ideal candidate will have strong communication, analytical, and organizational skills, and will demonstrate a commitment to delivering excellent patient and practice support.

• High School Diploma or equivalent,
• Minimum of 2 years of experience in a contact center environment, preferably in healthcare
• Experience with healthcare scheduling workflows,
• Excellent verbal and written communication skills,
• Exceptional customer service and problem-solving abilities,

• Assist with the creation, analysis, and distribution of Contact Center performance and operational reports
• Pull, interpret, and distribute Epic and Five9 reports to support data-driven decision-making,
• Analyze department and individual performance trends; provide actionable insights and recommendations,
• Deliver timely feedback and performance metrics to internal stakeholders to improve overall efficiency and patient experience,

• Perform audits of call center interactions to ensure quality, compliance, and service excellence,
• Identify opportunities to enhance the patient and caller experience and recommend improvements
• Collaborate with trainers and supervisors to address knowledge gaps and improve team performance
• Monitor and manage the CRM discrepancy queue; perform root cause analyses and document corrective actions
• Support Contact Center and practice staff with CRM training, templating, and workflow accuracy,

• Partner with the supervisor and CI team to support onboarding and go-live activities for new practices, including telephony setup, workflow alignment, communication, and training
• Maintain and update Contact Center documentation, job aids, and training materials
• Coordinate and execute outbound outreach workflows (e,g,, auto-dialer and text messaging) using reporting insights
• Ensure readiness for new integrations by assisting with system configuration, communication plans, and operational testing,

• Research, resolve, and document errors related to Contact Center, CI, and practice workflows
• Maintain CRM data accuracy and perform ongoing monitoring of discrepancy reports
• Partner with teams to ensure the internal information platform (e,g,, Knack) remains current and accurate

• Provide backup support for frontline scheduling and call center operations as needed
• Collaborate closely with the Change and Integration team to ensure consistent communication, workflow adoption, and operational excellence

• Attendance/Punctuality
  - Adheres to assigned work schedule; ensures work responsibilities are covered when absent; arrives to meetings on time
• Knowledge and understanding of related Information Technology needs,
• Knowledge of project management tools for task tracking and team collaboration efforts,
• Able to translate business needs into technical work,
• Demonstrate excellent planning, problem solving, anals based on limited information; organize work and resources; define problems and solutions, prioritize work load; make recommendations; manage time effectively, plan and implement objectives effectively,
• Ability to deal effectively with various personality types, leadership levels, and elicit support from other department areas, vendors, and leadership
• Think critically; work independently; manage multiple assignments; compose written material; work well under pressure; recall information with accuracy; and pay close attention to detail,
• Other
  
  Skills and Abilities
  
  - Requires fundamental knowledge to navigate company's customer information systems and/or order system along with adequate knowledge of company, services, and products
• Ability to read, write and speak English;
  Ability to speak fluent Spanish if required by location
• Perform…