Patient Call Center Coordinator

RMA is seeking a full-time Call Center Coordinator to join our growing team in Basking Ridge, NJ. This position assists in managing a high volume of inbound calls/portal inquiries in a timely manner.

Responsibilities:

• Manage high volume of inbound calls/portal inquiries in a timely manner.
• Answer client inquiries by clarifying desired information; researching, locating, and providing information.
• Understand the company's offerings and communicate policies and Practice information accurately.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Escalate medical complaints/questions to the appropriate medical professional.
• Be empathetic, have a positive attitude and to be able to stay calm and polite, even when callers get upset.
• Provide timely response to patients’ inquiries by telephone and/or portal consistent with service and quality standards.
• Provide correct information or direct the call to the appropriate team member or department while maintaining a high level of professionalism.
• Document all communication according to standard operating procedures. Provide notification of any urgent requests, complaints or compliments to the appropriate party or system.
• Provide availability, and schedule appointments within established guidelines.
• Follow communication “scripts” when handling different topics.
• Maintain call center database by entering required information.
• Update existing customer information as needed.
• Perform other related duties as assigned.

Requirements:

• High school diploma or equivalent
• Ability to communicate (written & verbal) accurately and concisely; must be able to speak clearly over the telephone
• Some experience in a call center or customer service environment
• Knowledge of customer service principles and practices
• Knowledge of medical terminology
• Proficient in relevant computer applications
• Good data entry and typing skills
• Knowledge of administration and clerical processes
• Aptitude to work independently and demonstrate good judgment
• Ability to work as part of a multidisciplinary team
• Excellent interpersonal and listening skills
• Demonstrates problem analysis and problem-solving abilities
• Strong organizational skills and attention to detail

IVI-RMA offers a comprehensive full-time benefits package to all employees who work a minimum of 30 hours per week.

• Medical, Dental, Vision Insurance Options
• Paid Time Off & 9 Paid Holidays
• Company Paid Life Insurance, Long Term Disability & AD&D
• Flexible Spending Accounts
• Employee Assistance Program
• Retirement 401K Plan
• Optional benefits including STD, Life & AD&D Buy-up plans & more.

About Reproductive Medicine Associates (RMA)

RMA is the U.S.-based network of fertility clinics that are part of IVI-RMA Global. To learn more about RMA, visit www.rmanetwork.com. To learn more about RMA-Global, visit: https://www.ivi-rmainnovation.com/research-centers/basking-ridge-basic-research-center/

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Job Type: Full-time

Work Location: In person