Customer Relations Coordinator I, Part Time

About the role

The Customer Relations Coordinator I ensures a high-level of customer satisfaction by acting as the primary point of contact for coordinating patient visits, radiology/breast imaging procedures and/or consultations.

Responsibilities

• Schedule appointments, follow-up visits, and/or imaging procedures while optimizing provider’s and technologists’ schedules.
• Answer incoming voice and/or chat calls, make outbound calls, and/or provide pre-appointment instructions as outlined in the EPIC scheduling system when applicable.
• Verify patient registration information (i.e. demographics, insurance, etc.) and make the necessary updates when applicable.
• Manage, reschedule or cancel appointments while maintaining HIPPA compliance.
• Effectively collaborate with office and/or clinical staff internally/externally to Stamford Health to ensure appropriate schedules based on clinical protocols available on the department’s internal website.
• Transcribe faxed paper orders into electronic orders that feed into our electronic medical record system EPIC for imaging appointments when applicable.
• Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes to meet monthly budgeted volume goals, service levels and abandoned rate.
• Provide first call resolutions to patients’ inquiries and/or requests.

Qualifications

• A High School diploma or an equivalent is required.
• Direct experience working in a consumer experience environment either face to face or over the phone required. (Minimum 1 year)
• Previous experience in a medical office or Patient Access Center highly preferred.
• Strong communication skills, attention to detail and ability to handle high-volume, fast-paced work required.
• Must have a strong ability to work under pressure.
• Must be self-directed, able to multitask, deal effectively with change and constructive criticism, as well as, sit for prolonged periods of time while wearing a headset for the entire work shift.
• Must be able to accept ownership and be empowered to effectively solve customers’ issues, complaints, inquiries, keeping patient satisfaction and quality assurance at the core of every decision and behavior.
• Must be computer/PC literate and facile in navigating among different applications/systems and websites.
• Must be highly dependable, flexible, a team player, and able to learn quickly and retain new information.
• Must adhere to work schedule; be on time and able to work variable schedule(s) and overtime as necessary.