Customer Relations Coordinator II

Stamford Health; Stamford (CT); On-site; USD 42,000 - 55,000; Full time

Job summary

Stamford Health is seeking a Customer Relations Coordinator II to act as the primary contact for coordinating patient visits and imaging procedures. You will manage high-volume calls, verify insurance, register patients, and ensure accurate data entry in the EPIC system.

The role requires collaboration with multiple departments to address inquiries and fulfill requests while maintaining a patient-centric culture and adhering to HIPAA guidelines. A 1-year direct consumer experience is preferred.

Qualifications

• High School diploma or equivalent required.
• Direct experience in a consumer experience environment (face-to-face or phone) required (minimum 1 year).
• Previous experience in a medical office or Patient Access Center highly preferred.
• Strong communication skills and ability to work under pressure.

Responsibilities

• Schedule appointments and imaging procedures, optimizing provider and technologist schedules.
• Answer calls/chats and provide pre-appointment instructions.
• Verify patient registration information and update as needed.
• Manage, reschedule or cancel appointments with HIPAA compliance.
• Collaborate with staff to align schedules with clinical protocols.

Skills

Communication

Attention to detail

Multitasking

Customer service

Team player

Computer literacy

Epic EMR

Education

High School diploma

Tools

Epic EMR

Job description

The Customer Relations Coordinator II ensures a high-level of customer satisfaction by acting as the primary point of contact for coordinating patient visits, radiology/breast imaging procedures and/or consultations by managing high-volume calls, verifying insurance, registering patients and ensuring accurate data entry in our electronic medical record system Epic.

The Customer Relations Coordinator II will also collaborate with other departments to address inquiries, complaints and/or fulfill requests by building trust and fostering a customer-centric culture.

MAJOR ACCOUNTABILITIES/CRITICAL RESPONSIBILITIES:

Schedule appointments, follow-up visits, and/or imaging procedures while optimizing provider’s and technologists’ schedules.

Answer incoming voice and/or chat calls, make outbound calls, and/or provide pre-appointment instructions as outlined in the EPIC scheduling system when applicable.

Verify patient registration information (i.e. demographics, insurance, etc.) and make the necessary updates when applicable.

Manage, reschedule or cancel appointments while maintaining HIPPA compliance.

Effectively collaborate with office and/or clinical staff internally/externally to Stamford Health to ensure appropriate schedules based on clinical protocols available on the department’s internal website.

Transcribe faxed paper orders into electronic orders that feed into our electronic medical record system EPIC for imaging appointments when applicable.

Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes to meet monthly budgeted volume goals, service levels and abandoned rate.

Provide first call resolutions to patients’ inquiries and/or requests.

Demonstrate behavior consistent with Stamford Health’s mission, vision, goals, objectives, and patient care philosophy.

Achieve and maintain consistent stable monthly performance of 85% in Quality Assurance and 90% in scheduling accuracy.

Demonstrate regular, consistent, and punctual attendance.

Perform other duties as assigned.

QUALIFICATIONS/REQUIREMENTS:

Education and Experience

A High School diploma or an equivalent is required.

Direct experience working in a consumer experience environment either face to face or over the phone required. (Minimum 1 year)

Previous experience in a medical office or Patient Access Center highly preferred

Education and Experience

Competencies and Qualities

Strong communication skills, attention to detail and ability to handle high-volume, fast-paced work required.

Must have a strong ability to work under pressure.

Must be self-directed, able to multitask, deal effectively with change and constructive criticism, as well as, sit for prolonged periods of time while wearing a headset for the entire work shift.

Must be able to accept ownership and be empowered to effectively solve customers’ issues, complaints, inquiries, keeping patient satisfaction and quality assurance at the core of every decision and behavior.

Must be computer/PC literate and facile in navigating among different applications/systems and websites.

Must be highly dependable, flexible, a team player, and able to learn quickly and retain new information.

Must adhere to work schedule; be on time and able to work variable schedule(s) and overtime as necessary.

Job Info

• Job Identification 6467
• Job Category 020 - Clerical
• Posting Date 08/04/2026, 08:08 PM
• Job Schedule Full time
• Job Shift Day