Customer Relations Coordinator II

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 by managing high-volume calls, verifying insurance, registering patients and ensuring accurate data entry in our electronic medical record system Epic.

The Customer Relations Coordinator II will also collaborate with other departments to address inquiries, complaints and/or fulfill requests by building trust and fostering a customer-centric culture.

MAJOR ACCOUNTABILITIES/CRITICAL 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/or provide pre-appointment instructions as outlined in the EPIC scheduling system when applicable.

• Verify patient registration information (i.e. demographics, insurance, etc.) and make the necessary updates when applicable.

• Manage, reschedule or cancel appointments while maintaining HIPPA compliance.

• Effectively collaborate with office and/or clinical staff internally/externally to Stamford Health to ensure appropriate schedules based on clinical protocols available on the department’s internal website.

• Transcribe faxed paper orders into electronic orders that feed into our electronic medical record system EPIC for imaging appointments when applicable.

• Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes to meet monthly budgeted volume goals, service levels and abandoned rate.

• Provide first call resolutions to patients’ inquiries and/or requests.

• Demonstrate behavior consistent with Stamford Health’s mission, vision, goals, objectives, and patient care philosophy.

• Achieve and maintain consistent stable monthly performance of 85% in Quality Assurance and 90% in scheduling accuracy.

• Demonstrate regular, consistent, and punctual attendance. 

• Perform other duties as assigned.

   

QUALIFICATIONS/REQUIREMENTS:

Education and Experience

• A High School diploma or an equivalent is required. 

• Direct experience working in a consumer experience environment either face to face or over the phone required. (Minimum 1 year)

• Previous experience in a medical office or Patient Access Center highly preferred

Competencies and Qualities

• Strong communication skills, attention to detail and ability to handle high-volume, fast-paced work required.

• Must have a strong ability to work under pressure.

• Must be self-directed, able to multitask, deal effectively with change and constructive criticism, as well as, sit for prolonged periods of time while wearing a headset for the entire work shift.

• Must be able to accept ownership and be empowered to effectively solve customers’ issues, complaints, inquiries, keeping patient satisfaction and quality assurance at the core of every decision and behavior.

• Must be computer/PC literate and facile in navigating among different applications/systems and websites.  

• Must be highly dependable, flexible, a team player, and able to learn quickly and retain new information. 

• Must adhere to work schedule; be on time and able to work variable schedule(s) and overtime as necessary.