Call Center Coordinator

Call Center Coordinator

JOB OVERVIEW :

At the highest level, all employees of Kids SPOT must be enthusiastic, entrepreneurial, and committed to performing their job in an ethical and proper manner.

The Call Center Coordinator is responsible for answering incoming calls, placing outgoing calls, providing excellent customer service, listening to customers' needs , pro viding helpful solutions to problems , and routing calls appropriately.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES :

• Take customer calls and provide accurate , satisfactory answers to questions and concerns .
• Routing calls to the correct department or responsible party .
• Assisting patients and caregivers with cancellations and / or rescheduling of appointments.
• Managing waitlist and scheduled appointments and reaching out to fill scheduling gaps when cancellations occur.
• Review and monitor authorization requirements prior to scheduling appointments.
• De-escalate situations involving dissatisfied customers and provide patient assistance and support.
• Be an active participating in training and learning opportunities within the company.
• Understanding call center metrics and continuously working to optimize performance .
• Adhere to all company policies and procedures.
• Additional responsibilities including clinic opening, clinic closing, and other in-clinic related duties including assisting patients and caregivers, etc.

may be assigned if working at a Kids SPOT location.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.

LANGUAGE SKILLS :

Ability to read, analyze, and interpret common information, reports, and other documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or company representatives.

Ability to effectively present information to management. The requirements listed below are representative of the knowledge, skill, and / or abilities required to perform the job.

PHYSICAL DEMANDS :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the responsibilities of the job, the employee is required to talk and listen . The employee is often required to sit and use their hands and fingers, to handle or feel.

The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

Additionally, the employee must be able to lift about 2 0 pounds.

WORK ENVIRONMENT :

While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter .

Reasonable accommodation may be made to enable people with disabilities to perform the job's essential functions.

This job operates primarily in a professional office environment . Travel may be required . This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines .

ESSENTIAL COMPETENCIES :

• Excellent customer service skills
• Active Listening
• Professional phone etiquette
• Computer proficiency
• Attention to detail
• Demonstrates empathy
• Adaptability

MINIMUM QUALIFICATIONS : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and / or ability required .

• High School Diploma or Equivalent
• Customer Service Experience
• Healthcare industry experience preferred
• Fluency in multiple languages is highly preferred

AMERICAN S WITH DISABILITY STATEMENT

External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job functions either unaided or with assistance of a reasonable accommodations to be determined on a case-by-case basis.

ACKNOWLEDGMENT

I acknowledge that I have read the job description and requirements for the Call Center Coordinator Position and certify that I can perform these functions.

Employee / Applicant Name Printed

Date

Supervisor Date

Employee / Applicant Signature

Date

HR Representative Date

Kids SPOT reserves the right to add or change Job Descriptions at any time.

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