Customer Relations Coordinator II

About the role

The Customer Relations Coordinator II 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. This role manages high-volume calls, verifies insurance, registers patients, and ensures accurate data entry in the electronic medical record system Epic. The Coordinator collaborates with other departments to address inquiries, complaints, and requests, fostering a customer-centric culture.

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 provide pre-appointment instructions as outlined in the Epic scheduling system.
• Verify patient registration information (e.g., demographics, insurance) and update records as needed.
• Manage, reschedule, or cancel appointments while maintaining HIPAA compliance.
• Collaborate with internal and external office/clinical staff to ensure appropriate schedules based on clinical protocols.
• Transcribe faxed paper orders into electronic orders for imaging appointments in Epic.
• Process calls efficiently, monitor call volumes, and work as part of a team to meet monthly budgeted volume goals, service levels, and abandoned rate targets.
• Provide first-call resolution to patient inquiries and requests.
• Demonstrate behavior consistent with Stamford Health’s mission, vision, goals, and patient care philosophy.
• Maintain a minimum monthly performance of 85% in Quality Assurance and 90% in scheduling accuracy.
• Demonstrate regular, consistent, and punctual attendance.
• Perform other duties as assigned.

Requirements

• High School diploma or equivalent (required).
• Minimum 1 year of direct experience in a consumer experience environment (face-to-face or over the phone).
• Previous experience in a medical office or Patient Access Center (highly preferred).

Skills

• Strong communication skills and attention to detail.
• Ability to handle high-volume, fast-paced work under pressure.
• Self-directed, able to multitask, and adapt to change and constructive criticism.
• Comfortable sitting for prolonged periods while wearing a headset for the entire work shift.
• Empowered to resolve customer issues, complaints, and inquiries with a focus on patient satisfaction and quality assurance.
• Proficient in computer/PC use, navigating multiple applications/systems and websites.
• Highly dependable, flexible, and a team player with the ability to learn quickly and retain new information.
• Adherence to work schedule, punctuality, and ability to work variable schedules and overtime as necessary.