Field Support Coordinator

The Field Support Coordinator will collaborate with a team to supply telephonic support to providers working in various states. The coordinator communicates with providers and internal departments in order to resolve various inquiries to include but not limited to cancellation requests, schedule changes, compliant de-escalation/triage, tier one technical troubleshooting, general policy and procedure instruction, pay account issues as well as verification of the appointment location. The operating hours for the team are Monday - Sunday 7am-7pm. The scheduled work week may include both weekend days (Saturday and/or Sunday) traditional weekdays (Monday- Friday).

Duties/Responsibilities:

• Be on time, ready to work at assigned work location on a daily basis.
• Utilize several computer-based applications for resolving inquires and documentation.
• Maintain team standard KPIs with regard to Quality and Productivity.
• Manage time effectively.
• Respond well to coaching and supervision.
• Actively demonstrates teamwork at all times.
• Answer the phone at all times-minimize voicemails.
• Shift will require routine weekend work.
• Telephone providers and customers with cancellations or changes to existing schedules.
• Ability to work overtime and on call.
• Assist providers with additional directions and answer questions as needed.
• Generate and close tickets for problems that arise.
• Make sure no tickets are left in the queue.
• If further assistance is needed for an issue, assign tickets to the proper department.
• Make necessary changes in the Capacity and Scheduling apps.

Required Skills/Abilities/Attributes:

• Excellent verbal and written communication skills.
• Knowledge of G-Suite.
• Knowledge of Microsoft Office.
• Ability to handle confidential information with diplomacy and tact.
• Excellent time management skills with a proven ability to meet deadlines.
• Exceptional judgment and active foresight.
• Understanding of the provider tenure process.
• Ability to effectively communicate and work in a team environment, successfully integrating individual work efforts to meet team objectives.
• Demonstrated research and critical thinking skills.
• Excellent prioritization and problem-solving skills.
• Ability to consistently maintain quality and production expectations.
• Positive, flexible approach to work and the ability to work on multiple tasks simultaneously and meet multiple hard deadlines.
• Ability to professionally handle difficult conversations in person and over the phone.
• Superior organizational skills and attention to detail.
• High level of customer service and follow through.
• Ability to work overtime and on call.

Education and Experience:

• High school diploma or equivalent required.
• High level of customer service and/or phone experience.
• Minimum 1 year of successful work experience with the organization is preferred.

Work From Home Requirements:

• Reliable and verified internet service is needed, with 10MB upload/download speeds available in your home.
• Fusion will supply equipment, including computer, monitor, keyboard, headset, etc. All applicants need to furnish their own workspace furniture and ensure a quiet workspace environment.
• This position will be hybrid onsite and in office in Irving, Texas.

Travel:

• No travel required.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to fifteen pounds at times.

Individuals seeking employment at Fusion Health are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, pregnancy status, parent or caregiver status, ancestry, political affiliation, veteran and/or military status, physical or mental disability, or any other status protected by federal or state law.