Program Coordinator

Summary of Job Function

The Care Center Operations Support Coordinator plays a key role in ensuring seamless collaboration between the Contact Center and the Change and Integration (CI) team. This position supports daily workflow by managing inbound and outbound communications, maintaining CRM data accuracy, assisting with training and go-lives for new practice integrations, and ensuring efficient and high-quality call center operations.

Basic Qualifications

• High School Diploma or equivalent
• Minimum of 2 years of experience in a contact center environment, preferably in healthcare
• Experience with healthcare scheduling workflows
• Excellent verbal and written communication skills
• Exceptional customer service and problem-solving abilities

Essential Duties and Responsibilities

Reporting & Data Management

• Assist with the creation, analysis, and distribution of Contact Center performance and operational reports
• Pull, interpret, and distribute Epic and Five9 reports to support data-driven decision-making
• Analyze department and individual performance trends; provide actionable insights and recommendations
• Deliver timely feedback and performance metrics to internal stakeholders to improve overall efficiency and patient experience

Auditing, Training & Quality

• Perform audits of call center interactions to ensure quality, compliance, and service excellence
• Identify opportunities to enhance the patient and caller experience and recommend improvements
• Collaborate with trainers and supervisors to address knowledge gaps and improve team performance
• Maintain and update Contact Center documentation, job aids, and training materials

Operational & Integration Support

• Partner with the supervisor and CI team to support onboarding and go-live activities for new practices, including telephony setup, workflow alignment, communication, and training
• Support Contact Center and practice staff with CRM training, templating, and workflow accuracy
• Coordinate and execute outbound outreach workflows (e.g., auto-dialer and text messaging) using reporting insights
• Ensure readiness for new integrations by assisting with system configuration, communication plans, and operational testing

Error Resolution & Systems Maintenance

• Research, resolve, and document errors related to Contact Center, CI, and practice workflows
• Maintain CRM data accuracy and perform ongoing monitoring of discrepancy reports
• Partner with teams to ensure the internal information platform (e.g., Knack) remains current and accurate

Frontline & Cross-Team Support

• Provide backup support for frontline scheduling and call center operations as needed
• Collaborate closely with the Change and Integration team to ensure consistent communication, workflow adoption, and operational excellence

Skills Required

• Attendance/Punctuality - Adheres to assigned work schedule; ensures work responsibilities are covered when absent; arrives to meetings on time
• Knowledge and understanding of related Information Technology needs
• Knowledge of project management tools for task tracking and team collaboration efforts
• Able to translate business needs into technical work
• Demonstrate excellent planning, problem solving, analytics based on limited information; organize work and resources; define problems and solutions, prioritize work load; make recommendations; manage time effectively, plan and implement objectives effectively
• Ability to deal effectively with various personality types, leadership levels, and elicit support from other department areas, vendors, and leadership
• Think critically; work independently; manage multiple assignments; compose written material; work well under pressure; recall information with accuracy; and pay close attention to detail

Other Skills and Abilities

• Requires fundamental knowledge to navigate company's customer information systems and/or order system along with adequate knowledge of company, services, and products
• Ability to read, write and speak English; Ability to speak fluent Spanish if required by location

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits and Perks

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retail Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Equal Opportunity Employer

RWJBarnabas Health is an Equal Opportunity Employer