Job Title: Contact Center Care Coordinator
FLSA Status: Non-Exempt
Reports To: VP, Operations
Contact Center Care Coordinator Job Summary
The Contact Center Care Coordinator will be the liaison between our company and its current and potential patients. The successful candidate will be able to accept ownership for effectively solving patient needs, complaints and inquiries; keeping patient satisfaction at the core of every decision and behavior.
Contact Center Care Coordinator Core Job Duties/Responsibilities:
- Obtains and verifies patient information by answering telephone calls, SMS messages, chat, email, voicemails or other forms of communication.
- Reviews available appointment times and types along with associated patient out of pocket cost.
- Provides superior customer service to all individuals and agencies seeking contact through the center
- Collect reliable and accurate information from patients and other individuals reaching out to the contact center.
- As needed, provides appropriate Intake documentation and/or other Information to patients via Patient Portal.
- Identify patient needs, clarify information, research every issue and provide solutions
- Follow call center “scripts” and “shortcuts” for handling different issues
- Performs other duties as assigned
Contact Center Care Coordinator Job Requirements & Qualifications:
- High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
- 1-year prior healthcare experience preferred.
- None required
- Knowledge, Skills, & Abilities
- Verbal communication
- Phone skills
- Data entry skills
- People skills
- Customer focus
- Customer service
- Attention to detail
- This is an office-type role with primarily sedentary job duties and limited reaching, pulling, pushing, or carrying.
To perform this job successfully, an individual must be able to perform each core job duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability necessary for an individual in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.