Care Coordinator - Contact Agent

Cecelia Health; Boston (MA); Remote; USD 100,000 - 125,000; Full time

Job summary

An innovative virtual healthcare provider is seeking a dedicated Care Coordinator – Contact Agent to enhance member engagement and satisfaction. In this remote role, you will play a crucial part in our clinical team by managing inbound and outbound calls, conducting assessments, and ensuring seamless communication between members and clinicians. Your ability to navigate multiple technology platforms while providing exceptional customer service will directly impact our members' experiences. Join a forward-thinking organization that values your contributions and is committed to delivering high-quality care to individuals with chronic conditions.

Qualifications

• 2+ years of healthcare/clinical experience required.
• Call agent experience preferred, with strong communication skills.

Responsibilities

• Handle inbound and outbound calls to support members.
• Conduct initial program assessments and schedule appointments.

Skills

Customer Service

Problem Solving

Critical Thinking

Communication Skills

Time Management

Tools

EHR/EMR Applications

Microsoft Office

Patient Service Center Software

Job description

Who We Are:

Cecelia Health is a national virtual specialty medical practice serving people with chronic conditions across the care continuum. We expand access to care and provide personalized clinical support to help patients achieve sustained engagement and durable outcomes. Powered by digital tools and uniquely data-enabled, our integrated care approach addresses the whole person with proactive, coordinated support focused on clinical, behavioral, social, and emotional needs across cardiometabolic and related conditions. Following evidence-based guidelines and clinical best practices, our solution is scalable for health plans, providers, health systems, and life sciences.

What You'll Do:

The Care Coordinator – Contact Agent is a remote role within our Clinical team that is responsible for handling inbound and outbound calls to support our members. In this role, the Care Coordinator – Contact Agent will complete telephonic intake screening questionnaires, complete audio/video initial program assessments with members, conduct cold calls to pursue member engagement, and schedule member appointments. This position collaborates closely with our clinicians and plays a pivotal role in delivering outstanding customer service to our members.

Primary Responsibilities:

• Handle inbound and outbound calls to support our members
• Complete intake screening questionnaires with members
• Complete audio/video initial program assessments with members
• Conduct cold calls to pursue member engagement
• Route inbound calls to the appropriate clinician
• Simultaneously navigate three technology platforms (e.g. patient service center with an integrated call center, EHR system, and member-facing app).
• Assist members with scheduling appointments with clinicians.
• Provide outstanding customer service to all members
• Compose thoughtful and personalized responses to members on a variety of topics
• Collaborate with clinicians, team leads, and clinical managers.
• Use critical thinking skills to address member inquiries while always aiming to achieve resolution
• Support clinical operations and administration as needed
• Other duties as assigned

Requirements and Experience:

• 2+ years of healthcare/clinical experience
• Call agent experience is preferred
• Passionate about customer service and member satisfaction.
• Ability to work independently and as part of a team
• Strong problem solving, critical thinking, and organizational skills
• Strong communication and time management skills
• Must be comfortable setting up and maintaining company-issued equipment (e.g. laptop, monitor, etc.).
• Basic understanding of EHR/EMR applications.
• Proficiency in Microsoft Office
• Must live in the United States

Cecelia Health does not discriminate in employment or applications for employment based on an applicant’s sex, race, color, religion, sexual orientation, national origin, ancestry, service in the armed forces of the United States, disability, or any other protected classification as outlined by Federal, State or local laws.