Call Center Administrative Coordinator

Vista Community Clinic (VCC) is a private, non-profit, multi-specialty outpatient clinic dedicated to providing exceptional, patient-centered care. Founded over 50 years ago, VCC now operates 14 clinics serving over 70,000 patients annually.

About the role

The Call Center Coordinator will coordinate call center operators, train new and experienced operators, and develop educational materials. They will also monitor call center performance and attend Artera trainings to promote growth within the department.

Responsibilities

• Coordinate call center operators to ensure compliance with training and policies
• Train new operators and support experienced operators to improve performance
• Create educational materials, conduct training, identify skill gaps, and ensure staff respond professionally and promptly
• Provide monthly trainings to VCC employees
• Develop Artera call center educational materials, such as digital presentations, how-to manuals, and instructional videos
• Supervise real-time status of channels and messages
• Monitor front desk productivity and share reports with managers
• Attend Artera meetings and provide updates as needed
• Identify urgent alerts and response times
• Maintain thorough knowledge of the Clinic, clinicians, and procedures performed at each clinic
• Review scheduling with reps daily and assist in accommodating patients requesting services throughout the day
• Join POD meetings of assigned departments and work with managers on scheduling, workflow, and changes
• Record and report unusual occurrences or incidents using the “Incident Report”
• Enter accurate demographic data or verify current data in the computer, updating as necessary
• Answer incoming calls within 60 seconds in a professional, courteous, and efficient manner; transfer calls appropriately
• Maintain knowledge of appointment schedules and assist in accommodating patients
• Work with managers on scheduling, workflow, and changes
• Perform a high volume of routine detail work with speed and accuracy
• Meet the organization's attendance and dress code policies
• Use computers, business email, communication systems, and internet search capabilities proficiently; proficient in Microsoft Office products, specifically Word and Excel

Requirements

• High school graduate or equivalent
• Three years’ call center or medical office experience
• Bilingual English/Spanish required

Skills

• Extensive knowledge of Clinic products and services
• Thorough knowledge of clinicians and the procedures they perform
• Knowledge of health care delivery systems and the ability to assist clients in accessing necessary health care services
• Knowledge of Medi-Cal, Medicare, CHDP, and special government programs
• Minimum 30 WPM typing/data entry capability
• Willingness to meet the organization’s attendance and dress code policies
• Experience/familiarity with computers, business email, communication systems, and internet search capabilities; proficient in Microsoft Office products, specifically Word and Excel

Benefits

• Competitive compensation and benefits
• Medical, dental, vision coverage
• Company-paid life insurance
• Flexible spending accounts
• 403(b) retirement plan