Innovive Health

Compensation

Full Description

Expected Hours Monday 5 pm-9 pm EST. Friday 3 pm-9 pm EST. Saturday 7 am-9 pm EST. OR Monday 5 pm-9 pm EST. Friday 3 pm-9 pm EST Weekend shifts 7 am to 2 pm Saturday and Sunday FLSA Classification: Non-Exempt Department: Customer Service Reports To: Clinical Operations Manager Direct Reports: N/A POSITION SUMMARY: The Customer Service Coordinator is responsible for handling all incoming telephone calls appropriately, performing assorted scheduling duties, and providing administrative support to the On-Call clinician and Clinical teams. RESPONSIBILITIES: • Answers all incoming calls in a pleasant and professional manner and handles calls accordingly ensuring customer satisfaction through effective communication and accurate call triaging. • Performs job in compliance with agency policies and procedures and adhere to professional and community standards: • * Maintains patient, employee, and agency confidentiality in all aspects of the job • Protects confidential documents in a manner that prevents unauthorized access • Shares information appropriately and timely in accordance with agency policy • Reports all client concerns to the Clinical Supervisor immediately • Maintains schedule for services requested and provided to agency patients. • Updates assignments for direct care employees to assure safe and effective coverage of patient needs: • * Reports any scheduling changes and/or patient concerns to on-call staff and clinical teams. • Assures direct care employees receive complete and accurate directions and information about patient needs as directed by licensed professional staff, care plan, and service request • Interacts with patients, staff, and the public in a fast-paced, dynamic environment • Participates in appropriate continuing education, committee and meetings as may be requested and/or required by their immediate supervisor. • Follows, performs, and stays up to date on all Customer Service protocols via teams, weekly emails, etc. • Performs other duties as assigned. COMPETENCIES: • Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. • Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information. • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments. • Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; Remains open to others' ideas and tries new things. • Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives. REQUIRED QUALIFICATIONS: • Associate degree in business or equivalent in work experience • 1+ year experience in a customer service environment • Advanced proficiency in Windows environment, with emphasis Outlook, Teams, Excel, and Word • Strong telephone and interpersonal communication skills PREFERRED EDUCATION AND EXPERIENCE: • Minimum of 1 year experience in a business setting, healthcare preferred • Bilingual/conversational in Spanish PHYSICAL DEMANDS AND OFFICE ENVIRONMENT: • Occasionally required to stand. • Occasionally required to walk. • Frequently required to sit. • Continually required to use hands and fingers. • Occasionally required climb, balance, bend, stoop, kneel or crawl. • Occasionally required to lift/push light weights (less than 25 pounds). TRAVEL REQUIREMENTS: • Ability to travel locally by car to office(s), events, meetings, etc., as needed (approximately 5% or less of the time). Innovive Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.