Call Center Coordinator

Job Summary

The Call Center Coordinator is responsible for managing a high volume of incoming and outgoing calls, assisting patients and healthcare professionals, resolving concerns, and ensuring requests are handled accurately and promptly.

The position requires excellent communication, customer service, critical-thinking, and multitasking skills.

Key Responsibilities

? Receive high volume of inbound calls as well as make outbound calls to existing patients.
? Ensure screening all calls to quickly identify the caller?s needs and efficiently provide the
most effective solutions.
? Effectively use critical thinking skills to solve problems for callers (patients, hospital staff,
PCP office staff....) while consistently using the highest level of customer service;
troubleshoot any urgent calls and situations.
? Follow communication ?scripts? when handling different topics.
? Proactively gain and maintain a full understanding of Tarlani?s portfolio of products and
services.
? Create and maintain a patient satisfaction log (feedback ? complaints, compliments).
? Maintain positive attitude and empathy when working with colleagues and patients.
? Create/maintain a log for calls received and categorize them based on the nature of the calls.
? In collaboration with the IT department, gather data, prepare call center dashboard (report)
and present it to the line manager.
? Ensure Call Center compliance with Tarlani policies and procedures.
? Ensure that all requests for services are responded to in an appropriate and timely manner.
? Attend and participate in all in-service training as necessary.
? Comply with all Company policies and procedures as applicable.
? Other duties as assigned.

Position Details

Years of Experience
? Minimum of two years of experience as a Call Center Coordinator preferred.
? Two (2) years? experience in a healthcare setting OR BA Degree from accredited university in a
health-related field; plus, one (1) year experience in a healthcare setting is preferred.

Other requirements

? Bilingual English/Spanish preferred.
? Strong phone and verbal communication skills with active listening.
? Proficiency in MS Office packages.
? Strong ability to multi-task, set priorities and manage time effectively.
? Superb customer service skills ? ability to handle diverse customers.
? Able to exercise independent judgment and initiative.
? Work with minimum supervision.
? Experience using Synergy EMR and/or other Electronic Medical Record databases is a plus.

Job Type: Full-time
Pay: $21.00?$25.00 per hour

Schedule

• 8-hour shift
• Day shift
• Evening shift
• Weekends as needed

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Vision insurance