Call Center Coordinator

TARLANI Healthcare; Glendale (CA); On-site; USD 29,000 - 34,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Employee assistance program

Health insurance

Paid time off

Vision insurance

Job summary

TARLANI Healthcare in Montrose is seeking a Call Center Coordinator to manage a high volume of calls, assist patients and healthcare professionals, resolve concerns, and ensure requests are handled accurately and promptly.

The role requires excellent communication, customer service, critical-thinking, and multitasking skills. Two years in healthcare is preferred, with a BA in a health-related field; bilingual English/Spanish is a plus.

Qualifications

• Minimum of two years of experience as a Call Center Coordinator, preferably in healthcare.
• BA degree from an accredited university in a health-related field plus relevant healthcare experience is preferred.
• Bilingual English/Spanish is preferred.

Responsibilities

• Handle high volume inbound and outbound calls to patients and providers.
• Screen calls to identify caller needs and provide effective solutions.
• Use critical thinking to resolve issues while maintaining high service standards.
• Follow scripts and maintain up-to-date knowledge of TARLANI products and services.
• Maintain a patient satisfaction log with feedback, complaints, and compliments.
• Create/c Maintain call logs and categorize by nature of calls.
• Collaborate with IT to gather data and prepare call center dashboards.
• Ensure compliance with TARLANI policies and timely responses.

Skills

Communication

Bilingual English/Spanish

Phone skills

MS Office

Multitasking

Customer service

Independent judgment

Work with minimum supervision

Synergy EMR (plus)

Education

BA degree in health-related field

Tools

MS Office

Synergy EMR

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.

Location Montrose

Full-Time/Part-Time -unspecified-

Shift -not applicable-

Exempt/Non-Exempt Non-Exempt

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 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

Position Requirements

About the Organization TARLANI HEALTHCARE

BE HOME. BE SAFE. BE HEALTHY

Our mission is to participate as an active part of the community, in providing and continuously improving the home health care needs of the patient by delivering value-driven, high-quality compassionate care. This is the foundation of our reputation. We take a team approach to ensure all aspects of our patient's and family's needs are met, and the consistency of our growth is directly related to patient and family satisfaction with the services we provide. The administration takes a personal interest in the day-to-day operation of our organization.

We deliver state-of-the-art home care services and experience with identified centers of excellence. We engage in a wide range of continuing education, clinical education, and other programs for professionals and the public. TARLANI Healthcare maintains financial viability through a cost-effective operation to meet the organization's long-term commitment to the community.

This position is currently accepting applications.