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. Scheduled work hours are Monday - Friday 8:00 am - 4:00 pm.

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