Service Team Coordinator - Inbound Call Center Agent (Healthcare) (Remote)

We’re unique. You should be, too. We’re changing lives every day—for both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy? We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.

About the role

The Service Team Coordinator is responsible for outbound and inbound customer service call handling related to patient scheduling, general inquiries, and other patient sales and service call interactions. The incumbent in this role is accountable for providing excellent customer service as they approach each interaction as an opportunity to support better patient health. They support initiatives and medical centers across all ChenMed entities by assisting with key business functions of the department and medical centers and serving patients according to corporate policies and regulations. This role is also responsible for achieving departmental quality, compliance, and productivity standards while delivering VIP-level customer service.

Responsibilities

• Operate in a call center environment, receiving inbound and making outbound customer service calls related to patient scheduling and other general inquiries.
• Respond to patient inquiries based on the ChenMed core model for care.
• Escalate issues or concerns as appropriate.
• Make appropriate and timely decisions according to department standards, procedures, and policies.
• Document interactions using web-based technology.
• Maintain business relationships by providing prompt and accurate service to promote loyalty.
• Interact and collaborate with team members across multiple departments to promote VIP customer service and patient interactions.
• Perform other duties as assigned and modified at manager’s discretion.

Requirements

• High school diploma or GED equivalent required.
• A minimum of 2 years of customer service experience required; in a call center or similar environment.
• A minimum of 1 year of experience working in a fast-paced medical office or healthcare setting, highly preferred.
• Must reside in the continental United States and within a state where the company is established as a business entity.
• Experience with web-based customer relationship management systems.
• Availability and willingness to work overtime hours as requested by leadership and based on the staffing needs of the business.
• Spoken and written fluency in English; bilingual a plus (Spanish, Creole, Vietnamese preferred).

Skills

• Competent-level business acuity.
• Comprehensive knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques, and methods.
• Exceptional verbal communication skills, including active listening.
• Excellent organizational and multi-tasking skills.
• Passion for serving others, particularly seniors, with initiative-taking solutions.
• Ability to successfully operate in a demanding environment.
• Proficient in keyboarding as well as Microsoft Office Suite products including Word, Excel, PowerPoint, and Outlook; competent in other systems required for the position.

Pay

The posted pay range represents the base hourly rate for this position: $17.00 - $24.26. Final compensation will depend on a variety of factors including but not limited to experience, education, geographic location, and other relevant factors. This position may also be eligible for bonuses or commissions.

Benefits

ChenMed offers comprehensive benefits, career development, and advancement opportunities. For more details, visit ChenMed Benefits.