Healthcare Concierge & Call Center Coordinator

Everleap Fertility; Waltham (MA); On-site; USD 34,000 - 39,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Paid Time Off

Holidays

Life Insurance

Long Term Disability

AD&D Insurance

Flexible Spending Accounts

401K Plan

Job summary

IVI-RMA in Waltham, MA is seeking a Healthcare Customer Service Coordinator to join our growing call center team. This full-time role handles a high volume of inquiries by phone and portal, providing accurate information and timely assistance.

You will resolve issues, escalate medical questions to the appropriate professionals, document all communications, and maintain professionalism with empathy even when callers are upset.

Qualifications

• High school diploma or equivalent.
• Clear spoken and written English.
• Some call center or customer service experience.
• Knowledge of medical terminology.
• Proficient in computer applications and data entry.
• Ability to work independently and in a team.

Responsibilities

• Manage high volume inbound calls and 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 to be able to stay calm and polite, even when callers get upset.
• Provide timely response to patients’ inquiries by telephone and/or portal consistent with service and quality standards.
• Provide correct information or direct the call to the appropriate team member or department while maintaining a high level of professionalism.
• Document all communication according to standard operating procedures. Provide notification of any urgent requests, complaints or compliments to the appropriate party or system.
• Provide availability, and schedule appointments within established guidelines.
• Follow communication “scripts” when handling different topics.
• Maintain call center database by entering required information.
• Update existing customer information as needed.
• Perform other related duties as assigned.

Skills

Call center experience

Customer service

Communication skills

Problem solving

Detail-oriented

Teamwork

Education

High school diploma or equivalent

Tools

CRM software

Data entry

Job description

IVI-RMA in Waltham, MA is seeking a Healthcare Customer Service Coordinator to join our growing call center team. This full-time role handles a high volume of inquiries by phone and portal, providing accurate information and timely assistance.

You will resolve issues, escalate medical questions to the appropriate professionals, document all communications, and maintain professionalism with empathy even when callers are upset.