Customer Relations Coordinator I, Part… at Stamford Health · Stamford

CUSTOMER RELATIONS COORDINATOR I, PART TIME Location: CT, United States The part time shift for this role will be Monday: 10am-4pm (6hrs), Tuesday-Friday: 10:30am-4pm (5.5hrs per day) 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. 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.