Service Team Coordinator- Remote- Call Center

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About the position

We’re unique. You should be, too. We’re changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy? We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team. The Service Team Coordinator is responsible for inbound customer service call handling related to patient scheduling, general inquiries and other patient service call interactions. The incumbent in this role is accountable for providing excellent customer service as they approach each interaction as an opportunity to support better patient health. He/She supports initiatives and medical centers across all ChenMed entities by assisting with key business functions of the department and medical centers and serving patients according to corporate policies and regulations. This incumbent is also responsible for achieving departmental quality, compliance and productivity standards, meeting goals and metrics, while delivering VIP level customer service.

Responsibilities

  • Operating in a call center environment, receives inbound and makes outbound customer service calls related to patient scheduling, and other general inquiries.
  • Responds to patient inquiries based on the ChenMed core model for care. Escalates issues/concerns as appropriate.
  • Makes appropriate and timely decisions according to department standards, procedures and policies.
  • Documents interactions using web-based technology.
  • Maintains business relationship by providing prompt and accurate service to promote loyalty.
  • Interacts and collaborates with team members across multiple departments to promote VIP customer service and patient interactions.
  • Performs other duties as assigned and modified at manager’s discretion.

Requirements

  • Competent-level business acuity
  • Comprehensive knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods
  • Exceptional verbal communication skills including active listening
  • Excellent organizational and multi-tasking skills
  • Passion for serving others, particularly seniors, with initiative-taking solutions
  • Ability to successfully operate in a demanding environment
  • Proficient in keyboarding as well as, Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook; competent in other systems required for the position
  • Availability and willingness to work overtime hours as requested by leadership and based on the staffing needs of the business
  • Spoken and written fluency in English; bilingual a plus
  • Clear speaking voice that is easily understood in a telephonic setting.
  • High school diploma or GED equivalent required
  • A minimum of 1 year of customer service experience required in a call center or similar environment.
  • Minimum of 1 year experience working in a fast-paced medical or healthcare setting.
  • Experience with web-based customer relationship management systems
  • Ability to work towards goals and meet metrics and KPIs set by leadership
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