Overview
Compensation Range: $18-$33.08
A Contact Center Care Coordinator is responsible for managing communication between patients, family members, care providers and other healthcare institutions. Their duties include scheduling appointments with doctors, providing referrals to new care providers and teaching patients about their health issues.
Responsibilities
Responds to, and resolves, routine and escalated inquiries, complaints and concerns through inbound phone calls, emails and electronic requests. Ensures a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution.
Provides accurate, valid and complete information to customers by using the right methods and tools. Identifies emergent health situations based on caller information and coordinates immediate triage. May include more complex specialty clinic procedural scheduling. May process urgent referrals and other services.
Works collaboratively with providers, clinical staff and other departments to ensure patients needs are met.
Documents all customer contacts and accurately processes various documents to ensure optimal service.
Accurately schedules, prepares and communicates appointment details and necessary financial information to facilitate timely arrival, appointment preparedness, preparation testing, and optimal reimbursement, in accordance with system and operating guidelines.
Managing patient accounts with contact information, insurance and financial information in a confidential manner.
Minimum Requirements
High school graduate or equivalent
Two years of experience in a call center related role; experience in the healthcare industry is strongly preferred
Proven work experience in a customer service role
Relevant training in call center or contact center environments
Knowledge, Skills, And Abilities
Proficiency in a call center or customer service setting, with knowledge of customer service principles and practices and call center telephony and technology.
Excellent listening, interpersonal and communication (verbal and written) skills, and professional, pleasant and respectful telephone etiquette.
Ability to promptly assess requests by using electronic and paper resource materials and correctly respond to customer inquiries.
Comfortable working in a fast paced, constantly changing environment.
Computer skills and proficiency in Microsoft Office
Strong analytical thinking and the ability to handle multiple tasks concurrently
Experience with Electronic Medial Record (EMR) system
PHYSICAL DEMANDS 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. While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include ability to adjust focus. Requires vision and hearing corrected to normal range.
WORK ENVIRONMENT 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 corporate and field staff, as well as external customers and contacts. Work may require some travel by air or automobile.
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A Contact Center Care Coordinator is responsible for managing communication between patients, family members, care providers and other healthcare institutions. Their duties include scheduling appointments with doctors, providing referrals to new care providers and teaching patients about their health issues.
Responsibilities
Responds to, and resolves, routine and escalated inquiries, complaints and concerns through inbound phone calls, emails and electronic requests. Ensures a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution.
Provides accurate, valid and complete information to customers by using the right methods and tools. Identifies emergent health situations based on caller information and coordinates immediate triage. May include more complex specialty clinic procedural scheduling. May process urgent referrals and other services.
Works collaboratively with providers, clinical staff and other departments to ensure patients needs are met.
Documents all customer contacts and accurately processes various documents to ensure optimal service.
Accurately schedules, prepares and communicates appointment details and necessary financial information to facilitate timely arrival, appointment preparedness, preparation testing, and optimal reimbursement, in accordance with system and operating guidelines.
Managing patient accounts with contact information, insurance and financial information in a confidential manner.
Minimum Requirements
High school graduate or equivalent
Two years of experience in a call center related role; experience in the healthcare industry is strongly preferred
Proven work experience in a customer service role
Relevant training in call center or contact center environments
Knowledge, Skills, And Abilities
Proficiency in a call center or customer service setting, with knowledge of customer service principles and practices and call center telephony and technology.
Excellent listening, interpersonal and communication (verbal and written) skills, and professional, pleasant and respectful telephone etiquette.
Ability to promptly assess requests by using electronic and paper resource materials and correctly respond to customer inquiries.
Comfortable working in a fast paced, constantly changing environment.
Computer skills and proficiency in Microsoft Office
Strong analytical thinking and the ability to handle multiple tasks concurrently
Experience with Electronic Medial Record (EMR) system
PHYSICAL DEMANDS 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. While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include ability to adjust focus. Requires vision and hearing corrected to normal range.
WORK ENVIRONMENT 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 corporate and field staff, as well as external customers and contacts. Work may require some travel by air or automobile.
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