Call Center Coordinator

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Engage in ongoing telephonic outreach to connect with identified and referred members for care management services.

• Receive, retrieve, and manage referrals stemming from callers and data reports.

• Complete and document member screening tools, referring clinical needs to the appropriate clinical care management team members.

• Verify demographic information accurately.

• Dispatch educational materials, welcome letters, and other resources to members.

• Assist in identifying and addressing Social Determinants of Health needs.

• Help in scheduling medical appointments and arranging transportation.

• Provide information on community resources available.

• Aid members in care coordination, resource needs, and navigating the healthcare system.

• Deliver culturally appropriate general education and information.

• Monitor incoming calls and respond to member inquiries or needs.

• Achieve monthly productivity and role expectations.

• Complete tasks within designated timeframes.

• Inform the supervisor of any referral or assignment issues.

• Collaborate with the Care Team to tackle barriers and refine processes.

• Attend departmental and corporate meetings as required.

• Perform additional duties as requested.

• Function remotely to meet needs across North Carolina.

⛳️ Requirements

• High School Diploma or GED required.

• Previous telephonic call center experience is preferred.

• At least two years of prior work experience, ideally in a healthcare environment.

• Healthcare experience and familiarity with medical terminology are highly desirable.

• Bilingual candidates are preferred.

• Experience in managed care is a plus.

• Proficiency in computer skills, including various office software and internet usage.

• Experience with MS Office software is preferred.

• Strong initiative coupled with a keen attention to detail.

• Must be performance metric-driven with a productivity-oriented mindset.

• Excellent oral and written communication skills are essential.

• Demonstrated organizational and time management abilities.

• Strong interpersonal skills and critical thinking; team-oriented approach is necessary.

• Resourceful and adaptable to changing circumstances.

• Proficient in motivational interviewing techniques.

• Knowledge of Care Management principles is beneficial.

• Ability to work independently, manage multiple tasks, and exercise sound judgment.

• Outgoing and energetic demeanor with respectful customer service skills.

• Capability to provide information in a culturally and linguistically appropriate manner.

• Familiarity with working in member or clinical data systems is required.

• Must be able to effectively use office equipment, computer, keyboard, and phone with or without assistive devices.

• Ability to perform repetitive wrist motions and occasionally lift/carry items weighing up to 25 pounds.

• Hands-on clinical treatment is not permitted while performing duties for the organization.

• Must comply with department guidelines, company policies, and HIPAA regulations.

🏝️ Benefits

• Competitive Benefits Package effective from the first day of employment.

• Opportunities for professional growth, training, and bonus incentives.

• Remote work arrangement available.

• Supportive and collaborative care team environment.