Coordinator, Call Center
Core
Oversees daily activities of a call center team placing/receiving healthcare calls, serves as liaison between clinics and call center, and performs front-line agent functions.
Role type
Team Lead / Coordinator (Healthcare Call Center)
Builds
Appointment scheduling and patient intake processes for a healthcare system
Domain
Healthcare / Medical Administration
Required skills
Healthcare concepts and procedures, Medical terminology, Insurance referral/authorization processes, CPT and ICD-10 coding, Data verification in practice management/EHR systems, Quality assurance auditing, Team training and monitoring, Scheduling and rescheduling, Equipment maintenance, Typing (40wpm), PC applications (Windows/NT), Phone systems
Preferred skills
Commercial insurance knowledge, Process execution, Relationship building
Responsibilities
Monitor agent activities to ensure operational standards and service levels; Train agents on procedures and computer applications; Respond to internal/external customer requests; Ensure agent equipment is operating; Review agent performance with Quality Assurance team; Participate in agent interviews and roundings; Perform front-line agent duties including taking calls, outbound calls, and emergency procedures; Schedule appointments based on patient/provider availability; Verify and update patient demographic and insurance information.
Seniority
Mid-level, hands-on IC with team oversight