Inbound Call Center Coordinator I

Elevance Health•Nashville, TN

3d•Remote

About The Position

The Inbound Call Center Coordinator I provides administrative support to patients, clinicians, physicians, and health plans, including answering inbound calls. The role helps schedule initial and follow-up appointments, routes calls to appropriate departments, requests patient records, adds stakeholders at an APP’s request, and performs other administrative tasks. The coordinator may also obtain related documentation, such as patient information and insurance coverage. This position requires working within established procedures with a moderate degree of supervision. The coordinator handles straightforward situations by identifying relevant issues, applying standard procedures, and making sound decisions. The role requires multitasking across calls, texts, facsimiles, and electronic queues while taking notes and speaking with customers. Associates are expected to maintain focus while sitting for extended periods and working in a fast-paced, high-pressure environment; communicate effectively in virtual and in-person interactions; demonstrate attention to detail, critical thinking, empathy, and persistence; and use digital tools and platforms effectively. The role is primarily virtual full-time, with in-person training sessions and the ability to work from an office when necessary. A structured schedule may include occasional overtime or flexibility based on business needs. Promotion to the next level is based on meeting required Level I metrics.

Requirements

Requires an AAS/AS degree, or any combination of education and experience that provides an equivalent background.
Ability to multitask across calls, texts, facsimiles, and electronic queues while taking notes and speaking to 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 skills, and problem-solving ability.
Empathy and persistence in resolving caller issues completely.
Comfort and proficiency with digital tools and platforms.
Ability to work a structured schedule, with occasional overtime or flexibility based on business needs, and work from the office as necessary.

Responsibilities

Provide administrative support to patients, clinicians, physicians, and health plans, including answering inbound calls.
Schedule initial and follow-up appointments efficiently.
Triage and route calls appropriately to different 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.