CALL CENTER COORDINATOR

Job Locations US-AK-Juneau
Job ID
2022-6631
Category
PATIENT EXPERIENCE
Type
Regular Full-Time/80hrs (1.0 FTE) -A1

About Us:

SEARHC is a non-profit health consortium which serves the health interests of the residents of Southeast Alaska. We see our employees as our strongest assets. It is our priority to further their development and our organization by aiding in their professional advancement.

 

Working at SEARHC is more than a job, it’s a fulfilling career. We offer generous benefits, including retirement, paid time off, paid parental leave, health, dental, and vision benefits, life insurance and long and short-term disability, and more.

Job Overview:

The Call Center Coordinator’s primary purpose is efficient scheduling to ensure that patients are correctly scheduled for appointments and procedures in multiple locations within SEARHC. The specifics of the role include (but are not limited to) answering the phone, managing patient queries, and scheduling appointments for patients all of which are approached with the requisite phone etiquette. Accuracy and attention to detail are critical and this position requires reviewing and monitoring the quality of data.

Responsibilities:

Key Essential Functions and Accountabilities of the Job 

  • Knows, understands, incorporates, and demonstrates the Mission, Core Values, and Vision in behaviors, practices, policies, and decisions.  
  • Maintains collaborative, team relationships with peers and colleagues to contribute to the working group’s achievement of goals effectively, and to help foster a positive work environment.  
  • Protects confidentiality/privacy in verbal, written, and electronic forms of communication or information sharing.  
  • Raises concerns in an appropriate manner and according to policy.  
  • Ensures that all demographic and insurance information is communicated and properly entered into the electronic health record while scheduling.  
  • Responsible for coordination of benefits when more than one insurance carrier is used.  
  • Refers all patients without insurance coverage or questions to a Financial Counselor for resolution.  
  • Provides helpful assistance in anticipating and responding to the needs of our patients while scheduling.
  • Trained to assist multiple locations within the consortium.  
  • Takes messages that are clear and concise.   
  • Demonstrates exceptional phone etiquette.   
  • Functions as the point of contact in identifying issues and either resolving or escalating to management for resolution.  
  • Completes assigned worklist related to patient demographic, insurance, medical information, and scheduling.   
  • Schedule appointments for patients calling from multiple locations in Southeast Alaska.  
  • Other duties as assigned by the supervisor.  

Qualifications:

Education, Certifications, and Licenses Required 

  • High School Diploma or equivalent 

 

Experience Required 

  • 1 year customer service experience required 
  • 1-year medical office/call center experience preferred 

 

Knowledge, Skills, and Abilities 

 

Knowledge of:  

  • Customer service 
  • Computer and phone applications  

 

Skills in: 

  • Excellent Interpersonal relationships 
  • Communicates effectively in a clear, concise, and accurate manner  
  • Working independently 

 

Ability to: 

  • Prioritize work and multi-task in a fast-paced office setting with many interruptions  
  • Self-start and willingness to learn   
  • Read and comprehend simple instructions, short correspondence, and memos  
  • Demonstrate excellent time-management, organizational, and customer service skills  
  • Work flexible hours with limited unplanned absence  
  • Meet the physical and mental demands to successfully perform the essential duties of this job with or without reasonable accommodation 

 

Computer Skills:   

  • Proficient and accurate data entry   

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