Job Description

Description:

JOB SUMMARY

Lead Care Coordinator is responsible for overseeing the day to day operations and serve as key contact for the Call Center. Lead ensures excellent customer service to all callers and collaborates with department manager to achieve goals set forth.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversee, analyze and coordinate the daily activities of the department with regards to quality, timeliness, accuracy and consistency.
• Support, implement, maintain and monitor excellent customer service philosophy.
• Work closely with manager to ensure departmental goals are being achieved; advise manager of issues that impede goals from being met.
• Act as a liaison with outside entities, including, but not limited to, patients, providers, health insurances and clinic staff.
• Serve as an escalation point within the department.
• Works collaboratively with Clinics to ensure appropriate patient scheduling.
• Train new staff.
• Approve and maintain all PTO requests for staff.
• Generate reports from multiple systems.
• Work assigned cases (outreach to patients, educate patients, coordinate services, schedule patient visits etc.).
• Conduct coaching as needed.
• Answer incoming calls.
• Support telephonic outreach to patients.
• Understand the requirements of the caller and provide precise information, triage appropriately.
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle special telephone tasks like call transfers, taking/sending messages, call interruptions, holds, and unintentional disconnects.
• Understand the impact of attitude in handling calls professionally.
• Be courteous and conscientious of call queue at all times.
• Stays in compliance with all HIPAA regulations.
• Maintain daily, positive communication with other departments.
• Encourage a cooperative, team approach to interdepartmental workflow.
• Assist other departments as appropriate.
• Attend meetings as required.
• Perform other duties and assignments as directed by manager.

. Requirements:

EDUCATION AND EXPERIENCE

• High School Diploma or GED.
• Minimum of 3-5 years of experience in a medical office setting.
• Must be bilingual Spanish or Armenian

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to find solutions when barriers are identified.
• Strong documentation skills.
• Ability to multi-task and prioritize when needed.
• Ability to independently seek out resources and work collaboratively.
• Ability to read, understand and follow oral and written instructions.
• Experience and work ethics that supports working within a high functioning, team-oriented environment.
• Demonstrates a willingness and ability to work under supervision.
• Ability to develop and maintain good working relationships with staff.
• Ability to use computer and learn new software programs.
• Excellent interpersonal skills reflecting clarity and diplomacy and the ability to communicate accurately and effectively with all levels of staff and management.
• Demonstrates ability to work in a regulatory climate that includes oversight of state and federal entities, payer contracts etc.
• Possesses ability to communicate effectively, both verbally and in writing.
• Possesses genuine respect for others and acceptance of their individual social and cultural traits.
• Proficient knowledge of Microsoft Outlook.
• Able to travel and attend professional meetings, conferences, trainings and clinic sites.
• Demonstrate flexibility, enthusiasm, and willingness to cooperate while working with others in multi-disciplinary teams.
• Performs other related duties as assigned.

PHYSICAL DEMANDS

Position requires prolonged sitting at a computer, some bending, lifting, stooping and stretching. Good eye-hand coordination and manual dexterity sufficient to operate a computer keyboard, photocopy machine, telephone, and other office equipment is also required. Employee must have normal range of hearing and eyesight.

NOTE: The essential job functions for this position include, but may not be limited to those listed in this job description. Employees hired for this position must be able to perform the essential functions of this job without imposing significant risk of substantial harm to the health or safety of themselves or others.

PI211976636

Comprehensive Community Health Centers