Healthcare Customer Service Coordinator

Call Center CoordinatorEverleap Fertility is seeking a full-time Call Center Coordinator to join our growing team!Responsibilities:Manage high volume of inbound calls/portal inquiries in a timely manner.Answer client inquiries by clarifying desired information; researching, locating, and providing information.Understand the company's offerings and communicate policies and Practice information accurately.Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.Escalate medical complaints/questions to the appropriate medical professional.Be empathetic, have a positive attitude and to be able to stay calm and polite, even when callers get upset.Provide timely response to patients’ inquiries by telephone and/or portal consistent with service and quality standards.Provide correct information or direct the call to the appropriate team member or department while maintaining a high level of professionalism.Document all communication according to standard operating procedures. Provide notification of any urgent requests, complaints or compliments to the appropriate party or system.Provide availability, and schedule appointments within established guidelines.Follow communication “scripts” when handling different topics.Maintain call center database by entering required information.Update existing customer information as needed.Perform other related duties as assigned.Requirements:High school diploma or equivalentAbility to communicate (written & verbal) accurately and concisely; must be able to speak clearly over the telephoneSome experience in a call center or customer service environmentKnowledge of customer service principles and practicesKnowledge of medical terminologyProficient in relevant computer applicationsGood data entry and typing skillsKnowledge of administration and clerical processesAptitude to work independently and demonstrate good judgmentAbility to work as part of a multidisciplinary teamExcellent interpersonal and listening skillsDemonstrates problem analysis and problem-solving abilitiesStrong organizational skills and attention to detailEverleap Fertility offers a comprehensive benefits package to all employees who work a minimum of 30 hours per week.Medical, Dental, Vision Insurance OptionsRetirement 401K PlanPaid Time Off & Paid HolidaysCompany Paid: Life Insurance &Long-Term Disability & AD&DFlexible Spending AccountsEmployee Assistance ProgramTuition ReimbursementEverleap Fertility:Built on the legacy of RMA, Boston IVF, Conceptions, and six other leading North American fertility practices, Everleap Fertility brings together more than 200 physicians and embryologists across 60+ locations in the U.S., including 25 IVF laboratories focused on the next leap forward in reproductive medicine. Together, we have helped hundreds of thousands of patients build families for more than 40 years. As part of IVI Institute, Everleap Fertility contributes to a global community working together to advance the field and bring progress in reproductive medicine into patient care.Equal Employment Opportunity StatementEverleap Fertility is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Everleap Fertility is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Everleap Fertility are based on business needs, job requirements and individual qualifications, without regard to race, color, religion and/or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Everleap will not tolerate discrimination or harassment based on any of these characteristics. Everleap encourages applicants of all agesThis is an evergreen position. While there may not be an immediate opening, we continuously review candidates for future opportunities within this role.