Care Connections Specialist I

About the role

Location: Remote (Candidates must reside in the Triad area). Schedule: 2:45pm - 11:15pm, 5 days a week with rotating weekends and holidays. Training: Initial onsite training required before transitioning to a fully remote schedule.

Responsibilities

• Answer incoming calls on behalf of Novant Health clinics and support patients both during and after clinic hours.
• Gather patient information and determine the appropriate next steps within established guidelines.
• Schedule appointments and assist patients with accessing care within the Novant Health system.
• Document patient concerns and route messages to clinics, providers, or support teams as appropriate.
• Collaborate with after-hours triage nurses when patients report symptoms requiring clinical review.
• Arrange nurse callbacks or connect patients with immediate nursing support when urgent needs arise.
• Assist patients with registering for Novant Health classes and programs, such as maternity education.
• Support registration for community health events, including vaccine clinics and screening events.
• Answer specialized support lines (risk management, patient complaints, exposure lines) and ensure information is routed to the appropriate team for follow-up.

Requirements

• Education: High School Diploma or GED, required.
• Experience: Minimum six months experience in customer service or customer relations, required. Experience working in a call center or medical setting, preferred.

Skills

• Excellent interpersonal and verbal communication skills to provide “remarkable” customer service.
• Excellent organizational, problem solving and critical thinking skills.
• Ability to organize and prioritize work in a stressful environment, be detail‑oriented, and have excellent time management.
• Ability to interact with individuals of all cultures and levels of authority.
• Ability to maintain confidentiality.
• Ability to work independently within a team setting.
• Team player who is positive and self‑motivated.
• Ability to successfully complete generic and department‑specific skills validation and competency testing.
• Computer proficient in Microsoft Office, with the ability to multi‑task, working in a variety of software and internet platforms while conversing with a consumer and documenting information.
• Ability to use a variety of software packages to produce correspondence and documents and maintain presentations, records, spreadsheets and databases.
• Active learner able to adapt priorities in a change‑ready, fast‑paced environment.

Qualifications

• Knowledge of basic medical terminology preferred (can be obtained through formal classes or work experience).
• Working knowledge of electronic medical record systems preferred.