Customer Care Coordinator 1

Customer Care Coordinator

Duration: 6 Months Shift: Monday-Friday 8:30am-5pm and every other weekend Training schedule: Monday-Friday 8am-4:30pm for the first 3 weeks

The Customer Care Coordinator I serves as the liaison between the Health System and its customers. Provides excellent, customer-focused service to patients, medical professionals, and the community. Screens patient calls to determine their need and makes the appropriate virtual connections. Collaborates with other healthcare organizations to provide approved patient information by ensuring all communication is PHI and PII compliant. Provides secondary customer care support to services and programs.

Duties and Responsibilities:

• Answers patient customer service calls for all Hospitals and department call center queues.
• Follows customized departmental protocols and algorithms to process patient calls in accordance with client and HIPAA policies.
• Utilizes the call center database and web resources to provide the most up-to-date information to patients, providers, and team members.
• Utilizes web resources to educate patients/customers on services and patient portals.
• Utilizes on-call schedule and messaging tools to directly relay time sensitive information to the appropriate on-call medical professionals.
• Processes customer requests within established department SLAs
• Ability to utilize the call center database's functionalities, messaging portals, resource tools and call center phone systems.
• Performs daily equipment checks and participates in monthly downtime exercises.
• Meets department metrics and skill standards by participating in continuous improvement workshops.
• May be assigned other duties as needed.

Education: High School or GED Shift: Monday-Friday 8:30am-5pm and every other weekend. Training schedule: Monday-Friday 8am-4:30pm