Appointment Coordinator - Bilingual

Davita Inc.; Pinellas Park (FL); Remote; USD 10,000 - 60,000; Full time

Job summary

Davita Inc. is seeking a Bilingual Appointment Coordinator to enrich the caller experience while following a personalized healthcare approach. In this remote role, you will assist callers in scheduling appointments, require effective communication skills, and leverage technology to enhance service delivery.

Qualifications

• 0-2 years of professional experience within a Coordinator role preferred.
• Prior customer service experience in a fast-paced environment.
• Must be bilingual in English and Spanish.

Responsibilities

• Engage with callers to understand their needs and schedule appointments.
• Document call outcomes and track performance metrics.
• Create positive customer experiences through effective communication.

Skills

Written and verbal communication skills

Organization

Attention to detail

Customer service

Keyboarding

Education

High school diploma or GED

Tools

MS Office

WebTop tools

Instant Messenger

Job description

Job Title: Appointment Coordinator - Bilingual

Duration: 3 Months

Location: Remote FL

Shift Schedule: Flexible to work 8-hour shifts Monday through Sunday from 8:00am to 10:00pm as per eastern zone (8 hours per day/40 hours per week)

Must be Bilingual Read/Write/Speak English/Spanish



Job Description:

Join our dynamic team as an appointment coordinator to help us create a positive, welcoming experience for callers looking to meet with a trusted advisor. Our team consists of sales agents, customer service advocates and clinicians who are ready to educate and assist members and the community. We are no longer just about health insurance - we are about looking out for your well-being and providing a new, more personal approach to healthcare. Our innovative centers are a place where consumers come to get answers to their healthcare questions and embark on their wellness journey. Success in this role requires the ability to adapt to changing business needs and communicate well with consumers and team in a fast-paced environment during peak operating months.



Responsibilities:

• Engage with callers and ask questions to understand the reason for their call.


• Determine the needs of the caller and what team (sales, service, care) they need to speak with to meet needs.


• Use technology such as a computer, laptop and iPad to document and track calls and outcomes tools.


• Use a variety of computer programs such as Microsoft Lync, word, excel, outlook (email), WebTop (internet based) tools.


• Documentation of number of calls, reasons for calling, personal information and outcomes, to name a few, are key performance indicators which require proficient computer skills and attention to detail.


• Use communication skills to explain time frames or next steps to callers.


• Answer incoming telephone calls, type email messages for agents, check voicemail 3x per day (or more depending on volume), distribute messages.


• Schedule appointments, call to confirm appointments day prior and ensure all known center visitor appointments are organized with proper agent staffing (work with supervisor).


• Schedule appointments for visitors who are on the phone. All scheduling is done using internet/web tool and MS Office. Schedule appointments to maximize the number of customers seen.


• The Appointment Coordinator creates the first impression for callers calling the center and inputs data into our systems which the team relies on to make informed business decisions. The Appointment Coordinator owns the caller experience and documentation of calls.

Requirements:

Competencies:

• Build brand rapport and relationships. Develop and maintain collaborative working relationships with team and consumers through mutual respect, trust, understanding and tact, with a focus on healthy conflict resolution


• Customer Focus. Committed to providing an exceptional customer experience for callers and acting with their interests in mind by understanding their needs, creating positive defining moments and leveraging resources to deliver on promises and commitments.


• Displaying Technical Expertise. Effectively applies specialized knowledge, skills and abilities.


• Teamwork and collaboration. Selflessly supports and contributes to center team and consumers.

Skills:

• Written and verbal communication skills


• Organization and attention to detail


• Proficient with computers, electronics, MS office (Word, Outlook/Email, Instant Messenger)


• WebTop tools


• Keyboarding


• Customer service

Job Requirements:

• Prior customer service experience working in a fast paced environment with telephonic contact with consumers.


• Examples: consumers, customers, patients, buyers or attendees.


• Example industries: banking, insurance, hospitality, retail, healthcare, event planning.


• Must be technologically savvy. Able to use an iPad, lap top, computer and be proficient with MS office, navigating the internet and keyboarding (type).


• Experience managing schedules and calendars.


• Experience working with the general public including seniors/older adults.


• Must be Bilingual Read/Write/Speak English/Spanish

Required Experience & Education:

• 0-2 years of Professional experience preferably within Coordinator role


• High school diploma or GED

Position is offered by a no fee agency.