Customer Relations Coordinator I at Stamford Health in Stamford, CT

Customer Relations Coordinator I

Location: Stamford, CT, United States

As a Certified Great Place to Work organization, Stamford Health understands what it takes to attract talent to improve our workforce and support our mission, to that end we offer:
• Competitive salary
• Comprehensive, low-cost health insurance plans (including GLP-1 coverage options) available day one
• Wellness programs
• Paid Time Off accruals
• Tax deferred annuity and (403b) pension plan
• Tuition reimbursement
• Free on-site parking and train station shuttle
• Childcare partnership with Children’s Learning Center

Regular, Full Time

Opportunity to work a Hybrid Schedule 2-3 days from home after successful completion of probation.

At Stamford Health, we believe that every patient deserves compassionate, personalized, person centered care. This commitment guides how we care for patients, support their care partners, and promote the wellbeing of our staff. In alignment with our Planetree philosophy, the individual in this role will foster a respectful, collaborative environment that honors the needs, values, and preferences of every person we serve and the colleagues we partner with.

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