Community Experience Coordinator

Job Description

Job Description

The Community Experience Coordinator will act as a liaison between Fusion Health Clinicians and health plan members. This role will manage schedule changes, respond to member inquiries, and provide general support to the health plan member population.

Duties/Responsibilities:

• Be on time, ready to work at assigned work location on a daily basis.
• Respond well to coaching and supervision.
• Actively demonstrates teamwork at all times.
• Answer the phone at all times-minimize voicemails.
• Takes weekend call on a rotating basis.
• Generate and close tickets for problems that arise.
• Make sure no tickets are left in the queue.
• If further assistance is needed for an issue, assign tickets to the proper department.
• Telephone providers to get an update on their whereabouts.
• Assist providers with additional directions and answer questions as needed.
• Responsible for maintaining conversion rate on keeping appointments and rescheduling appointments.
• Record accurate logs of calls in various systems.
• Participate in staff meetings, conference calls, and other meetings, as needed.
• Complete reports as requested by Supervisor.
• Assist/coach/coordinate with other team members.
• Attend training sessions to acquire/enhance skills related to programs offered.
• Maintains a neat, orderly work area.
• Performs other incidental and related duties as required.

Required Skills/Abilities/Attributes:

• Excellent verbal and written communication skills.
• Knowledge of Microsoft Office.
• Ability to manage confidential information with diplomacy and tact.
• Excellent time management skills with the ability to meet deadlines.
• Exceptional judgment and active foresight.
• Understanding of the provider tenure process.
• Ability to effectively communicate and work in a team environment, successfully integrating individual work efforts to meet team objectives.
• Demonstrated research and critical thinking skills.
• Excellent prioritization abilities.
• Ability to consistently maintain quality and production expectations.
• Positive, flexible approach to work and the ability to work on multiple tasks simultaneously and meet multiple hard deadlines.
• Ability to professionally manage difficult conversations in person and over the phone.
• Superior organizational skills and diligence.
• Elevated level of customer service and follow-through.
• Ability to work overtime and on call.

Education and Experience:

• High school diploma or equivalent.
• Prior customer service experience.
• Healthcare experience a plus.
• Experience with MS Office
• Salesforce experience preferred.

Location

• This is a hybrid position requiring in office work Tuesday through Thursday.

Hours

• The operating hours for this position are Monday - Friday 10am to 7pm.
• Rotating weekend call.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Individuals seeking employment at Fusion Advantage are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, pregnancy status, parent or caregiver status, ancestry, political affiliation, veteran and/or military status, physical or mental disability, or any other status protected by federal or state law.