Inbound Call Center Coordinator I

Elevance Health•Nashville, TN

2d•Remote

About The Position

The Inbound Call Center Coordinator I is proficient in basic inbound call service areas and performs some, but not all, moderately complex functions. The role provides administrative support to patients, clinicians, physicians, and health plans, including answering inbound calls, scheduling initial and follow-up appointments, and routing calls to appropriate departments. Other duties include requesting patient records, adding stakeholders at an APP’s request, and obtaining related documentation such as patient information and insurance coverage. The position works within established procedures with a moderate degree of supervision and makes sound decisions in straightforward situations. Associates must multitask across calls, texts, facsimiles, and electronic queues while taking notes and speaking with customers. The role requires sustained focus while sitting and managing work in a fast-paced, high-pressure environment, as well as empathy, persistence, attention to detail, critical thinking, problem-solving, strong communication, and proficiency with digital tools. The schedule is structured, with occasional overtime or flexibility based on business needs and the ability to work from the office when necessary. The role is described as virtual full-time, with required in-person training; alternate locations may be considered within commuting distance of an office, and the posting also notes Elevance Health’s hybrid workforce policy.

Requirements

An AAS/AS degree, or an equivalent background provided by any combination of education and experience.
Ability to multitask across calls, texts, facsimiles, and electronic queues while taking notes and speaking with customers.
Ability to maintain focus during extended periods of sitting and manage multiple tasks in a fast-paced, high-pressure environment.
Strong verbal and written communication skills for virtual and in-person interactions.
Attention to detail, critical thinking, and problem-solving ability.
Empathy and persistence in resolving caller issues completely.
Comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual effort.
Ability to work a structured schedule with occasional overtime or flexibility based on business needs, including working from the office as necessary.

Responsibilities

Provide administrative support to patients, clinicians, physicians, and health plans.
Answer inbound calls.
Schedule initial and follow-up appointments efficiently.
Triage and route calls to appropriate departments within the organization.
Request patient records.
Add stakeholders at an APP’s request.
Obtain related documentation, such as patient information and insurance coverage.
Handle calls, texts, facsimiles, and electronic queues while taking notes and speaking with customers.
Perform other duties as assigned.