Compassionate Healthcare Call Center Coordinator

IVI RMA GLOBAL; Waltham (MA); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

PTO & Holidays

Life Insurance

401K Plan

AD&D Buy-up

Job summary

IVI RMA GLOBAL is seeking a full-time Call Center Coordinator in the United States to join our growing team. The role involves handling a high volume of inbound calls and portal inquiries, clarifying information, and guiding patients with empathy and professionalism.

You will document communications, schedule appointments within guidelines, and escalate medical questions to appropriate staff while adhering to quality standards and company policies.

Qualifications

• Proficient in relevant computer applications
• Excellent interpersonal and listening skills
• Aptitude to work independently and demonstrate good judgment
• Ability to work as part of a multidisciplinary team
• Knowledge of customer service principles and practices
• Knowledge of medical terminology
• Strong organizational skills and attention to detail
• Demonstrates problem analysis and problem-solving abilities
• Good data entry and typing skills

Responsibilities

• Manage high volume of inbound calls/portal inquiries in a timely manner
• Answer client inquiries by clarifying desired information; researching, locating, and providing information
• Understand the company's offerings and communicate policies and Practice information accurately
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Escalate medical complaints/questions to the appropriate medical professional
• Be empathetic, have a positive attitude and stay calm and polite with callers
• Provide timely response to patients' inquiries by telephone and/or portal
• Provide correct information or direct the call to the appropriate team member or department
• Document all communication according to standard operating procedures; notify relevant party of urgent requests or feedback
• Provide availability, and schedule appointments within established guidelines
• Follow communication scripts and maintain call center database
• Update existing customer information as needed
• Perform other related duties as assigned

Education

High school diploma or equivalent

Job description

IVI RMA GLOBAL is seeking a full-time Call Center Coordinator in the United States to join our growing team. The role involves handling a high volume of inbound calls and portal inquiries, clarifying information, and guiding patients with empathy and professionalism.

You will document communications, schedule appointments within guidelines, and escalate medical questions to appropriate staff while adhering to quality standards and company policies.