Call Center Coordinator

Full-time on-site position in Springfield, MA. Reports to the Front Office Operations Manager.

About the role

Coordinate call center operations in a fast-paced healthcare setting, ensuring efficient communication and appointment scheduling for patients.

Responsibilities

• Receive, take messages, and forward all incoming phone calls according to established procedures, directing calls to triage nurses, interpreters, outreach, or administrative departments in a friendly manner.
• Refer sick call-ins to clinical nursing staff for triage.
• Take and document messages from callers using an electronic health record system.
• Facilitate general telephone operations and efficiently schedule medical appointments for returning patients, noting demographic information, visit type, and interpreter needs.
• Maintain current knowledge of visit time requirements, physician preferences and schedules, and interpretation needs.
• Ensure all patient inquiries and complaints are relayed to the appropriate member of management.
• Handle inquiries regarding hours, location, programs, and patient eligibility professionally.
• Inquire about changes in patient address, phone, financial, or insurance status.
• Coordinate and schedule appointments for deaf and hearing-impaired patients.
• Make timely patient reminder calls.
• Perform computerized word processing or data processing for administrative and medical staff as time permits.
• Assist with bilingual interpretation for patients or staff when needed.
• Help staff identify and contact external office support services.
• Maintain a clean, organized, and orderly work area.
• Maintain confidentiality of all health center information.
• Perform other duties as required.

Requirements

• High school diploma minimum.
• Previous experience with switchboard/reception in a fast-paced office.
• Capable, sensitive, and articulate in conversational English.
• Computer literacy in general word processing and database applications.
• Ability to establish and maintain effective working relationships with employees, individuals seeking assistance, and the public.
• Reliable and professional in behavior and appearance.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.