Inbound Call Center Coordinator I

About the Role

The Inbound Call Center Coordinator I role enables associates to work virtually full-time, except for required in-person training sessions. Alternate locations may be considered if candidates reside within a commuting distance from an office.

Key Responsibilities

• Provide administrative support to patients, clinicians, physicians, and health plans by answering inbound calls.
• Ensure the efficient scheduling of initial or follow-up appointments.
• Triage calls appropriately to different departments within the organization.
• Request records for patients.
• Add stakeholders at the APP's request.
• Perform other administrative activities.
• Obtain related documentation (e.g., patient information, insurance coverage).
• Work within established procedures with a moderate degree of supervision.
• Identify problems and relevant issues in straightforward situations.
• Assess situations using standard procedures and make sound decisions.
• Handle calls, texts, facsimiles, and electronic queues.
• Take notes and speak to customers simultaneously.
• Maintain focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment.
• Perform other duties as assigned.

Requirements & Tech Stack

• Proficient in all basic inbound call service areas.
• Proficient in handling moderately complex functions.
• Ability to multi-task.
• Strong verbal and written communication skills.
• Attentive to details.
• Critical thinker.
• Problem-solver.
• Demonstrates empathy and persistence to resolve caller issues.
• Comfort and proficiency with digital tools and platforms.
• Ability to work from the office as necessary.
• Occasional overtime or flexibility based on business needs.

Qualifications

• Requires an AAS/AS degree; or any combination of education and experience which would provide an equivalent background.
• Has working knowledge and skills developed through formal training or considerable work experience.
• Promotion to the next level is based on meeting required metrics for Level I.