Healthcare Customer Service Coordinator
24 days ago
Basking Ridge
Job Description IVI RMA 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., • High school diploma or equivalent, • Ability to communicate (written & verbal) accurately and concisely; must be able to speak clearly over the telephone, • Some experience in a call center or customer service environment, • Knowledge of customer service principles and practices, • Knowledge of medical terminology, • Proficient in relevant computer applications, • Good data entry and typing skills, • Knowledge of administration and clerical processes, • Aptitude to work independently and demonstrate good judgment, • Ability to work as part of a multidisciplinary team, • Excellent interpersonal and listening skills, • Demonstrates problem analysis and problem-solving abilities, • Strong organizational skills and attention to detail IVI-RMA offers a comprehensive full-time benefits package to all employees who work a minimum of 30 hours per week. • Medical, Dental, Vision Insurance Options, • Paid Time Off & 8+ Paid Holidays, • Company Paid Life Insurance, Long Term Disability & AD&D, • Flexible Spending Accounts, • Employee Assistance Program, • Retirement 401K Plan, • Optional benefits including STD, Life & AD&D Buy-up plans & more. About Reproductive Medicine Associates (RMA): RMA is the U.S.-based network of fertility clinics that are part of IVI-RMA Global. To learn more about RMA, visit . To learn more about RMA-Global, visit: We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.