Call Center Coordinator

Job Specifications

1. Graduate of Bachelor’s degree in a medical field – with a certification from an accredited program

2. Minimum of 1-year experience with impressive track record in providing professional nursing care for clinic patients following established standards and practices. Minimum of 1-year experience in providing warm and pleasant customer service.

3. Effective team player. Excellent interpersonal relationship, skills and can work and relate well with co-employees, patients and customers

4. Must have the behavioral sensitivity, maturity, diplomacy and tact in addressing complex situations and handling irate customersOutstanding oral and written communication skills.

5. Outstanding oral and written communication skills.

5. Strong ethics and a high level of personal and professional integrity.

6. Must have basic familiarity on federal and state laws and requirements relating to healthcare management

7. Computer literate and very highly proficient in using MS office programs.

Duties and Responsibilities:

1. Answer multiple phone lines with ability to manage more than one call at once.

2. Transfer calls and take messages accurately, ensuring communication is accurate, complete and timely.

3. Track and route messages accordingly, ensuring all inquires receive a timely response.

4. Collect patient demographics and other relevant information to create or update patient accounts.

5. Schedule Medical, Dental and Vision appointments for new or established patients. Ensure that the scheduled appointment is within the organizational standards of being seen timely.

6. Confirm, cancel and reschedule appointments as needed.

7. Monitor and respond to QR messages, voicemails and department emails in a timely manner.

8. Submit medication refill and referral requests according to established procedures.

9. Create an atmosphere of comfort, peace and make it easy for the patient; the patient is our first business.

10. Answer incoming calls within two minutes of entering the queue.

11. Conduct phone calls within the dialogue parameters established by Marketing and Health Care Delivery leadership, ensuring all calls are handled professionally and efficiently.