Support Coordinator, Care Center Operations
RWJBarnabas Health
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Benefits offered by this job
Job summary
RWJBarnabas Health in West Orange, NJ seeks a Program Coordinator to support Care Center operations within Patient Access Services. You will manage inbound/outbound communications, CRM data, and onboarding for new practices, ensuring efficient call center workflows and high-quality patient support.
Required are strong communication, analytical, and organizational skills, plus healthcare scheduling experience. The role offers day shifts and an hourly pay range reflective of New Jersey standards.
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.
Responsibilities
- Reporting & Data Management: create, analyze, and distribute reports.
- Pull and interpret Epic and Five9 data to support decisions.
- Analyze performance trends and provide actionable insights.
- Deliver timely feedback and metrics to stakeholders.
- Auditing, Training & Quality: conduct call center audits and drive improvements.
Skills
Education
Tools
Job description
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
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.
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.
- 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,
- 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,
- 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,
- 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,
- 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
- 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
- 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
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.
At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees’ physical, emotional, social, and financial health.
- 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!
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.
RWJBarnabas Health is an Equal Opportunity Employer
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