Call Center Coordinator

Caring Health Center, Inc.; Springfield (MA); On-site; USD 42,000 - 52,000; Full time

Job summary

Caring Health Center, Inc. in Springfield, MA is seeking a Call Center Coordinator to manage front desk telephone operations, triage calls to nurses, schedule appointments, and document messages in the electronic health record.

The role requires clear English communication, professional appearance, and the ability to work with patients and staff in a fast-paced, on-site setting. Strong computer skills and a focus on patient service are essential.

Qualifications

• High school diploma required.
• Experience with switchboard/reception in a fast-paced office.
• Capable, articulate in conversational English.
• Proficient in word processing and database applications.
• Ability to communicate professionally with patients and staff.

Responsibilities

• Receive, take messages and forward calls to triage nurse, interpreters, outreach, or administrative departments.
• Triage sick calls to clinical nursing staff for triage.
• Take and document messages in the electronic health record system.
• Facilitate telephone operations and schedule appointments for returning patients.
• Ensure patient inquiries and complaints are relayed to management in a professional manner.

Skills

English proficiency

Phone etiquette

Interpersonal skills

Computer literacy

Education

High school diploma

Tools

Electronic health record system

Job description

Call Center Coordinator Job Category: Customer Service Requisition

Number: CALLC001170 Full-Time On-site Springfield, MA 01103, USA Reports

to: Front Office Operations Manager Salary/Status: Non-Exempt

Department: Front Office Minimum Requirements: High school diploma

minimum. Previous experience with switchboard/reception in a fast-paced

office Capable, sensitive, and articulate in conversational English.

Computer literacy in general word processing and database applications.

Ability to establish and maintain effective working relationships with

other employees, individuals seeking assistance, and the general public.

Reliable and professional in behavior and appearance. Principle

Responsibilities and Duties: In accordance with established procedures,

receives, takes messages and forwards all incoming phone calls as

appropriate (to triage nurse, interpreters, outreach, or administrative

departments) in a friendly manner. Refers sick call-ins to clinical

nursing staff for triage. Takes and documents messages from callers as

necessary using an electronic health record system. Facilitates general

telephone operations. Efficiently schedules medical appointments of

returning patients: notes, all necessary patient\'s demographic

information type of visit, and interpreter needs, if any. Maintains

current knowledge of the time requirements of various categories of

patient visits, preferences and work schedules of various physicians,

and any interpretation needs.. Ensure all patient enquiries and

complaints are relayed to proper member of management Handle inquiries

(regarding hours, location, programs, patient eligibility, etc.) in a

professional manner. Inquire of all patients as to any change in

address, phone, financial or insurance status. Coordinates and schedules

appointments for the deaf and hearing impaired. Make patient reminder

calls in a timely fashion. As time permits, may perform computerized

word processing or data processing for administrative and medical staff.

May assist patients or staff with bilingual interpretation as time

permits. Assists staff in identifying/contacting external office support

services. Maintains work area in a clean, organized and orderly fashion

to facilitate interactions with other staff and to reflect well on the

Health Center when viewed by the public. Maintains confidentiality of

all health center information. All other duties as required. Physical

Requirements: Prolonged periods of sitting at a desk and working on a

computer. Must be able to lift up to 15 pounds at times.