Support Coordinator, Care Center Operations

RWJBarnabas Health; Short Hills (NJ); On-site; USD 33,000 - 46,000; Full time

Benefits offered by this job

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

Retirement Plans

Disability Insurance

Tuition Reimbursement

Wellness Programs

Employee Discounts

Job summary

RWJBarnabas Health is seeking a Care Center Operations Support Coordinator to ensure seamless collaboration between the Contact Center and the Change and Integration team. You will manage inbound/outbound communications, maintain CRM data accuracy, and assist with training/go-lives for new practice integrations, ensuring high-quality call center performance.

The role requires strong communication, analytical, and organizational skills, with a focus on delivering excellent patient and practice

Qualifications

• High School Diploma or equivalent required.
• Minimum of 2 years in a healthcare contact center preferred.
• Experience with healthcare scheduling workflows is a plus.
• Excellent verbal and written communication skills, and customer service focus.

Responsibilities

• Assist with creation, analysis, and distribution of Contact Center performance reports.
• Pull and interpret Epic and Five9 reports to support data-driven decisions.
• Analyze performance trends and provide actionable insights.
• Provide feedback and metrics to stakeholders to improve efficiency and patient experience.
• Audit call center interactions for quality and compliance.

Skills

Attendance punctuality

IT knowledge

Project management tools

Business-to-technical translation

Planning and problem solving

Time management

Communication

English proficiency

Adaptability

Education

High School Diploma

Tools

Epic

Five9

CRM systems

Job description

Support Coordinator, Care Center Operations

Req #: 0000248343

Category: Revenue Cycle and Patient Access

Status: Full-Time

Shift: Day

Facility: Barnabas Health Medical Group

Department: Patient Access Services

Pay Range: $23.86 - $33.70 per hour

Location: 95 OLD SHORT HILLS ROAD, WEST ORANGE, NJ 07052

Job Title: Program Coordinator

Location: Barnabas Health Medical Group

Department Name: Patient Access Services

Req #: 0000248343

Status: Hourly

Shift: Day

Pay Range: $23.86 - $33.70 per hour

Pay Transparency:

The above reflects the anticipated hourly wage range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

Summary of Job Function

The Care Center Operations Support Coordinator plays a key role in ensuring seamless collaboration between the Contact Center and the Change and Integration (CI) team. This position supports daily workflow by managing inbound and outbound communications, maintaining CRM data accuracy, assisting with training and go-lives for new practice integrations, and ensuring efficient and high-quality call center operations.

The ideal candidate will have strong communication, analytical, and organizational skills, and will demonstrate a commitment to delivering excellent patient and practice support.

Basic Qualifications:

• High School Diploma or equivalent,
• Minimum of 2 years of experience in a contact center environment, preferably in healthcare
• Experience with healthcare scheduling workflows,
• Excellent verbal and written communication skills,
• Exceptional customer service and problem-solving abilities,

Essential Duties and Responsibilities

Reporting & Data Management

• Assist with the creation, analysis, and distribution of Contact Center performance and operational reports
• Pull, interpret, and distribute Epic and Five9 reports to support data-driven decision-making,
• Analyze department and individual performance trends; provide actionable insights and recommendations,
• Deliver timely feedback and performance metrics to internal stakeholders to improve overall efficiency and patient experience,

Auditing, Training & Quality

• Perform audits of call center interactions to ensure quality, compliance, and service excellence,
• Identify opportunities to enhance the patient and caller experience and recommend improvements
• Collaborate with trainers and supervisors to address knowledge gaps and improve team performance
• Monitor and manage the CRM discrepancy queue; perform root cause analyses and document corrective actions
• Support Contact Center and practice staff with CRM training, templating, and workflow accuracy,

Operational & Integration Support

• Partner with the supervisor and CI team to support onboarding and go-live activities for new practices, including telephony setup, workflow alignment, communication, and training
• Maintain and update Contact Center documentation, job aids, and training materials
• Coordinate and execute outbound outreach workflows (e,g,, auto-dialer and text messaging) using reporting insights
• Ensure readiness for new integrations by assisting with system configuration, communication plans, and operational testing,

Error Resolution & Systems Maintenance

• Research, resolve, and document errors related to Contact Center, CI, and practice workflows
• Maintain CRM data accuracy and perform ongoing monitoring of discrepancy reports
• Partner with teams to ensure the internal information platform (e,g,, Knack) remains current and accurate

Frontline & Cross-Team Support

• Provide backup support for frontline scheduling and call center operations as needed
• Collaborate closely with the Change and Integration team to ensure consistent communication, workflow adoption, and operational excellence

Skills Required

• Attendance/Punctuality - Adheres to assigned work schedule; ensures work responsibilities are covered when absent; arrives to meetings on time
• Knowledge and understanding of related Information Technology needs,
• Knowledge of project management tools for task tracking and team collaboration efforts,
• Able to translate business needs into technical work,
• Demonstrate excellent planning, problem solving, anals based on limited information; organize work and resources; define problems and solutions, prioritize work load; make recommendations; manage time effectively, plan and implement objectives effectively,
• Ability to deal effectively with various personality types, leadership levels, and elicit support from other department areas, vendors, and leadership
• Think critically; work independently; manage multiple assignments; compose written material; work well under pressure; recall information with accuracy; and pay close attention to detail,
• Other Skills and Abilities - Requires fundamental knowledge to navigate company's customer information systems and/or order system along with adequate knowledge of company, services, and products
• Ability to read, write and speak English; Ability to speak fluent Spanish if required by location
• Perform other duties as assigned

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits and Perks:

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered,

high-quality academic medicine in a compassionate and equitable manner, while delivering

a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey-whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer

#LI-KS1

RWJBarnabas Health is an Equal Opportunity Employer