Service Team Coordinator - Remote - Call Center Agent

Service Team Coordinator

**We're unique. You should be, too.** We're changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy? We're different than most primary care providers. We're rapidly expanding and we need great people to join our team.

The Service Team Coordinator is responsible for outbound and inbound customer service call handling related to patient scheduling, general inquiries and other patient service call interactions. The incumbent in this role is accountable for providing excellent customer service as they approach each interaction as an opportunity to support better patient health. He/she supports initiatives and medical centers across all ChenMed entities by assisting with key business functions of the department and medical centers and serving patients according to corporate policies and regulations. This incumbent is also responsible for achieving departmental quality, compliance and productivity standards, meeting metrics and KPIs while delivering VIP level customer service.

**Essential Job Duties/Responsibilities:**

• Operating in a call center environment, receives inbound and makes outbound customer service calls related to patient scheduling, and other general inquiries.
• Responds to patient inquiries based on the ChenMed core model for care.
• Escalates issues/concerns as appropriate.
• Makes appropriate and timely decisions according to department standards, procedures and policies.
• Documents interactions using web-based technology.
• Maintains business relationship by providing prompt and accurate service to promote loyalty.
• Interacts and collaborates with team members across multiple departments to promote VIP customer service and patient interactions.
• Performs other duties as assigned and modified at manager's discretion.

**Knowledge, Skills and Abilities:**

• Competent-level business acuity
• Comprehensive knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods
• Exceptional verbal communication skills including active listening
• Excellent organizational and multi-tasking skills
• Passion for serving others, particularly seniors, with initiative-taking solutions
• Ability to successfully operate in a demanding environment
• Proficient in keyboarding as well as, Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook; competent in other systems required for the position
• Availability and willingness to work overtime hours as requested by leadership and based on the staffing needs of the business
• Spoken and written fluency in English; bilingual a plus (Spanish, Creole, Vietnamese preferred)

**Education and Experience Criteria:**

• High school diploma or GED equivalent required
• A minimum of 2 years of customer service experience required; in a call center or similar environment.
• A minimum of 2 years experience working in patient services, highly preferred.
• A stable work history.
• Experience with web-based customer relationship management systems

We're ChenMed and we're transforming healthcare for seniors and changing America's healthcare for the better. Family-owned and physician-led, our unique approach allows us to improve the health and well-being of the populations we serve. We're growing rapidly as we seek to rescue more and more seniors from inadequate health care. ChenMed is changing lives for the people we serve and the people we hire. With great compensation, comprehensive benefits, career development and advancement opportunities and so much more, our employees enjoy great work-life balance and opportunities to grow. Join our team who make a difference in people's lives every single day.