Support Coordinator, Care Center Operations

Location: 95 OLD SHORT HILLS ROAD, WEST ORANGE, NJ 07052 • Facility: Barnabas Health Medical Group • Department: Patient Access Services

About the role

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. The ideal candidate will have strong communication, analytical, and organizational skills, and will demonstrate a commitment to delivering excellent patient and practice support.

Responsibilities

• 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
• 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
• Monitor and manage the CRM discrepancy queue; perform root cause analyses and document corrective actions
• Support Contact Center and practice staff with CRM training, templating, and workflow accuracy
• 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
• Maintain and update Contact Center documentation, job aids, and training materials
• 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
• 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
• Provide backup support for frontline scheduling and call center operations as needed
• Collaborate closely with the Change and Integration team to ensure