Call Center

Prism Vision Group•Freehold Township, NJ

10h•Onsite

About The Position

The Contact Center Care Coordinator provides outstanding customer service while managing and coordinating healthcare services between patients, family members, care providers, and other healthcare institutions. The role may involve scheduling appointments and providing support, education, and guidance to patients and providers. It focuses on a positive patient experience, satisfaction, and resolution, while handling customer inquiries and maintaining accurate records.

Requirements

Proven work experience in a customer service role.
Relevant training in call center or contact center environments.
High school graduate or equivalent.
Two years of experience in a call center-related role.
Previous healthcare experience and familiarity with medical terminology.
Computer skills and proficiency in Microsoft Office.
Ability to communicate effectively and clearly, both verbally and in writing, with callers, colleagues, and managers.
Ability to actively listen to callers to understand their needs and concerns.
Strong problem-solving and critical-thinking skills to resolve callers’ requests and concerns.
Ability to manage time effectively and prioritize tasks to meet service-level metrics.
Ability to handle multiple tasks, such as answering calls, responding to emails, and updating customer records.
Knowledge of computer software and programs, such as Microsoft Office and CRM software.
Ability to collaborate with colleagues and managers.
Ability to adapt quickly to callers’ needs and preferences and to changes in company policies and procedures.

Nice To Haves

Proficiency in a call center or customer service setting, with knowledge of customer service principles and practices and call center telephony and technology.
Experience with an Electronic Medical Record (EMR) system.
Excellent listening, interpersonal, and communication skills, both verbal and written.
Professional, pleasant, and respectful telephone etiquette.

Responsibilities

Ensure a positive and exemplary experience with all patients, focusing on patient experience, satisfaction, and resolution.
Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
Provide accurate information about products and services.
Resolve customer complaints and concerns in a timely and effective manner.
Document customer interactions and record details of inquiries, comments, and complaints.
Follow up with customers as needed to ensure their issues have been resolved to their satisfaction.
Meet or exceed established service-level metrics for quality and productivity.
Stay up to date with product and service information and promotions.
Work collaboratively with other team members to provide excellent customer service.
Perform other duties as assigned by Contact Center leadership.