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Call Center Coordinator

4 months ago

Clearwater, United States The Reproductive Medicine Group, LLC Full time
Job DescriptionJob Description

The Call Center Coordinator is responsible for providing positive and proactive communications with existing and prospective patients via inbound and outbound telephone calls and email. The communication should be aligned and with the focus on always providing the best possible patient experience.

ESSENTIAL RESPONSIBILITIES

  • Delivers superior patient service on all inbound and outbound calls/contacts, emails, and/or chat sessions.
  • Logs patient calls and all activities daily in electronic medical records (EMR) system.
  • Effectively monitor inbound patient voicemails and emails to respond within 2 hours.
  • Actively listens to caller’s requests to determine the appropriate type of referral or information needed based on caller’s needs and current availability; shows empathy and understanding to patients and consumers.
  • Ability to handle a high call volume of inbound/outbound patient phone calls in a timely manner with a two hour turn around.
  • Follows department guidelines for schedule adherence and ready status to ensure timely caller response.
  • Collect and/or update demographic patient information to include patient insurance detailed information.
  • Maintains daily communication with facility staff to include physician liaisons, office manager, front desk personnel, clinical staff, and physician(s).
  • Simultaneously cross trained to support multiple facilities and physicians.
  • Perform all other duties as assigned.

EDUCATION AND/OR EXPERIENCE

  • High School Diploma or equivalent required
  • At least one year of experience in a healthcare setting scheduling patients strongly preferred
  • Experience using an electronic medical record (EMR) system strongly preferred
  • Fertility work experience is a plus, but not required.
  • Rotating weekends is required

Inception offers fantastic benefits to our team (Family members):

  • FREE employee only coverage option for the medical, dental and vision plans plus FREE basic life insurance, EAP and long-term disability insurance
  • Adoption assistance and fertility benefits
  • Maternity and paternity/partner paid leave
  • 401k with generous match
  • 11 Company-paid holidays
  • PTO starting at 18 days/year
  • Team-oriented, collaborative work environment
  • Family member recognition program
  • Continuing education/professional development reimbursement and time off
  • Family member referral program