Call Center Scheduling Coordinator, Norfolk

8.5-hour shifts with a 30 min break taken out. Shifts are anywhere between the hours of 7:30am and 6:00pm.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Manages large volume of customer calls in friendly and courteous manner.

Provides customer service through attentiveness, clear communication, and time management skills.

Obtains and evaluates all relevant information to handle and schedule appointment to the appropriate service area.

Serves as a patient liaison for scheduling of services for multiple departments.

Maintains customer records by updating account information.

Provides clerical, secretarial and project management functions for the service area.

Locates referrals and calls patients to schedule appointments for different service areas.

Communicates with clinic staff either by telephone or electronically to handle questions or concerns of customer.

Continuously evaluates and identifies opportunities to drive process improvements that positively impact the customer’s experience.

Provides feedback on the efficiency of scheduling discrepancy to department leadership for process improvement.

Ensures compliance with all federal and state HIPAA/PHI laws.

Interfaces with multiple departments and multiple computer systems.

Performs other duties as assigned.

LICENSES AND/OR CERTIFICATIONS

None required.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS

High school graduate or GED.

Knowledge of medical terminology gained either through coursework or work experience highly preferred.

Ability to relate well with the public.

Ability to effectively gather and exchange information in both oral and written communications with proper grammar, spelling and punctuation.

Ability to schedule appointments for multiple departments based on phone screening and scheduling priority algorithm.

Ability to utilize scheduling software and maintain updated schedules.

Able to work in multiple computer systems simultaneously.

WORKING CONDITIONS

Normal office environment with little exposure to excessive noise, dust, temperature and the like.

PHYSICAL REQUIREMENTS

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