Healthcare Customer Service 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 is seeking a full-time Call Center Coordinator to join our growing team!

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 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.

Requirements

• High school diploma or equivalent
• Ability to communicate (written & verbal) accurately and concisely; must be able to speak clearly over the telephone
• Some experience in a call center or customer service environment
• Knowledge of customer service principles and practices
• Knowledge of medical terminology
• Proficient in relevant computer applications
• Good data entry and typing skills
• Knowledge of administration and clerical processes
• Aptitude to work independently and demonstrate good judgment
• Ability to work as part of a multidisciplinary team
• Excellent interpersonal and listening skills
• Demonstrates problem analysis and problem-solving abilities
• Strong organizational skills and attention to detail

IVI-RMA offers a comprehensive full-time benefits package to all employees who work a minimum of 30 hours per week.

• Medical, Dental, Vision Insurance Options
• Paid Time Off & 8+ Paid Holidays
• Company Paid Life Insurance, Long Term Disability & AD&D
• Flexible Spending Accounts
• Employee Assistance Program
• Retirement 401K Plan
• Optional benefits including STD, Life & AD&D Buy-up plans & more.

About Reproductive Medicine Associates (RMA)

RMA is the U.S.-based network of fertility clinics that are part of IVI-RMA Global. To learn more about RMA, visit www.rmanetwork.com. To learn more about RMA-Global, visit: https://www.ivi-rmainnovation.com/research-centers/basking-ridge-basic-research-center/

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

This is an evergreen position. While there may not be an immediate opening, we continuously review candidates for future opportunities within this role.