Call Center Coordinator

Alliance Health Services, Inc.; California (MO); On-site; USD 60,174,000 - 71,635,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Employee assistance program

Health insurance

Paid time off

Vision insurance

Job summary

Alliance Health Services, Inc. is seeking a Call Center Coordinator to manage a high volume of calls from patients and healthcare professionals, resolving concerns and ensuring requests are handled promptly.

The role requires excellent communication, customer service, critical thinking, and multitasking, with opportunities to work with Synergy EMR and MS Office, and to contribute to patient satisfaction.

Qualifications

• Minimum of two years of experience as a Call Center Coordinator preferred.
• Two years’ experience in a healthcare setting or BA degree in health-related field; plus, one year experience in a healthcare setting is preferred.

Responsibilities

• Receive a high volume of inbound calls and make outbound calls to patients.
• Screen calls to quickly identify caller needs and provide effective solutions.
• Use critical thinking to solve problems for callers while maintaining high customer service levels.
• Follow communication scripts when handling different topics.
• Collaborate with IT to gather data and prepare a call center dashboard for the line manager.
• Create and maintain a patient satisfaction log and categorize calls by nature.

Skills

Bilingual English/Spanish

Customer service

Excellent communication

Critical thinking

Multitasking

Active listening

Education

BA in health-related field

Tools

Synergy EMR

MS Office

Job description

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

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

This position is currently accepting applications.