Inbound Call Coordinator I

Elevance Health•Nashville, TN

4d•Hybrid

About The Position

The Inbound Call Coordinator I is responsible for being proficient in all basic inbound call service areas. Performs some but not all types of moderately complex functions. Must be able to successfully perform all the duties of the Inbound Call Coord Entry. Provide support to our patients, clinicians, physicians, and health plans administratively, and by answering inbound calls. Works to ensure the efficient scheduling of initial or follow-up appointments and triaging calls appropriately to different departments within the organization. Also responsible for requesting records for patients, adding stakeholders at the APP's request, and other administrative activities. May obtain related documentation (e.g., patient information, insurance coverage). Has working knowledge and skills developed through formal training or considerable work experience. Works within established procedures with a moderate degree of supervision. Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures, and makes sound decisions. Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers. Additional expectations to include but not limited to: Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment; strong verbal and written communication skills, both with virtual and in-person interactions; attentive to details, critical thinker, and a problem-solver; demonstrates empathy and persistence to resolve caller issues completely; comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts. Associates in this role will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary. Performs other duties as assigned.

Requirements

Requires an AAS/AS degree; or any combination or education and experience which would provide an equivalent background.
Strong verbal and written communication skills, both with virtual and in-person interactions.
Attentive to details, critical thinker, and a problem-solver.

Nice To Haves

Previous experience working in a high volume call center is preferred.

Responsibilities

Provide support to our patients, clinicians, physicians, and health plans administratively, and by answering inbound calls.
Works to ensure the efficient scheduling of initial or follow-up appointments and triaging calls appropriately to different departments within the organization.
Responsible for requesting records for patients, adding stakeholders at the APP's request, and other administrative activities.
May obtain related documentation (e.g., patient information, insurance coverage).
Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures, and makes sound decisions.
Ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.
Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment.
Demonstrates empathy and persistence to resolve caller issues completely.
Comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts.
Performs other duties as assigned.