Call Center Coordinator
On-siteCary, North Carolina, United States
Job Summary
Conduct continual telephonic outreach to identified and referred members focused on engaging them with care management services. Receive and manage referrals from callers and data reports, then complete member screenings, verify demographics, and refer clinical needs to appropriate team members. Assist with scheduling medical appointments, transportation, and care coordination while providing culturally appropriate education and identifying social determinants of health needs. Collaborate with the Care Team to address process barriers and notify supervisors promptly of operational issues. Work remotely to cover needs across the state while meeting monthly productivity expectations and adhering to HIPAA regulations.
Required Qualifications
- High School Diploma/ or GED
- Minimum of two years previous work experience
- Computer skills including various office software and the internet
- Strong oral and written communication proficiency
- Organizational and time management skills
- Strong interpersonal and critical thinking skills
- Ability to work independently, multi-task, and to use sound judgment when needed
- Ability to provide information in a manner that is culturally and linguistically appropriate
- Knowledge of and experience working in member or clinical data systems
- Must be able to utilize office equipment, computer, keyboard, and phone with or without assistive devices
- Repetitive wrist motion and occasional lifting/carrying of up to 25 pounds
Desired Qualifications
- Prior telephonic call center experience
- Healthcare experience and medical terminology knowledge
- Bilingual
- Managed care experience
- MS Office software
- Performance metric driven and productivity mindset
- Motivational interviewing skills
- Knowledge of Care Management principles
- Outgoing and energetic attitude
- Respectful customer service skills
- Adaptable - responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives
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