Remote Customer Service Coordinator (Part Time)

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.