Customer Relations Coordinator I (Hybrid)

The contact center is open 8:00am-6:00pm, Monday-Friday in Stamford, CT. You will be scheduled for a shift within those hours. This role has the potential for 1-3 days remote after successfully completing the 90 day probationary period.

The Customer Relations Coordinator I ensures a high-level of customer satisfaction by acting as the primary point of contact for coordinating patient visits, radiology/breast imaging procedures and/or consultations by managing high-volume calls, verifying insurance, registering patients and ensuring accurate data entry in our electronic medical record system Epic.

The Customer Relations Coordinator I will also collaborate with other departments to address inquiries, complaints and/or fulfill requests by building trust and fostering a customer-centric culture.

MAJOR ACCOUNTABILITIES/CRITICAL RESPONSIBILITIES:

• Schedule appointments, follow-up visits, and/or imaging procedures while optimizing provider’s and technologists’ schedules.

• Answer incoming voice and/or chat calls, make outbound calls, and/or provide pre-appointment instructions as outlined in the EPIC scheduling system when applicable.

• Verify patient registration information (i.e. demographics, insurance, etc.) and make the necessary updates when applicable.

• Manage, reschedule or cancel appointments while maintaining HIPPA compliance.

• Effectively collaborate with office and/or clinical staff internally/externally to Stamford Health to ensure appropriate schedules based on clinical protocols available on the department’s internal website.

• Transcribe faxed paper orders into electronic orders that feed into our electronic medical record system EPIC for imaging appointments when applicable.

• Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes to meet monthly budgeted volume goals, service levels and abandoned rate.

• Provide first call resolutions to patients’ inquiries and/or requests.

• Demonstrate behavior consistent with Stamford Health’s mission, vision, goals, objectives, and patient care philosophy.

• Achieve and maintain consistent stable monthly performance of 85% in Quality Assurance and 90% in scheduling accuracy.

• Demonstrate regular, consistent, and punctual attendance.

• Perform other duties as assigned.

QUALIFICATIONS/REQUIREMENTS:

Education and Experience

• A High School diploma or an equivalent is required.

• Direct experience working in a consumer experience environment either face to face or over the phone required. (Minimum 1 year)

• Previous experience in a medical office or Patient Access Center highly preferred

Competencies and Qualities

• Strong communication skills, attention to detail and ability to handle high-volume, fast-paced work required.

• Must have a strong ability to work under pressure.

• Must be self-directed, able to multitask, deal effectively with change and constructive criticism, as well as, sit for prolonged periods of time while wearing a headset for the entire work shift.

• Must be able to accept ownership and be empowered to effectively solve customers’ issues, complaints, inquiries, keeping patient satisfaction and quality assurance at the core of every decision and behavior.

• Must be computer/PC literate and facile in navigating among different applications/systems and websites.

• Must be highly dependable, flexible, a team player, and able to learn quickly and retain new information.

• Must adhere to work schedule; be on time and able to work variable schedule(s) and overtime as necessary.