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, collect, and oversee referrals from callers and/or data reports.

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

• Verify demographic details.

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

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

• Aid in scheduling medical appointments and transportation arrangements.

• Provide information about community resources.

• Support members with care coordination, resource requirements, and navigation of the healthcare system.

• Deliver culturally suitable general education and information.

• Achieve monthly productivity and role performance expectations.

• Complete tasks within designated timeframes.

• Execute duties that ensure operations remain organized and efficient.

• Inform the supervisor about referrals, assignments, or other operational concerns.

• Work collaboratively with the Care Team to address challenges and enhance process efficiencies.

• Adhere to departmental guidelines, company policies, and HIPAA regulations.

• Participate in departmental and corporate meetings.

• Uphold the goals, objectives, and standards of CCNC.

⛳️ Requirements

• High School Diploma or GED is required.

• A minimum of two years of relevant work experience, preferably in a healthcare environment.

• Previous telephonic call center experience is desirable.

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

• Bilingual candidates are preferred.

• Experience in managed care is a plus.

• Proficient computer skills, including the use of office software and the internet.

• Experience with MS Office is preferred.

• Demonstrated initiative and attention to detail.

• A performance-metric-driven approach and productivity mindset.

• Strong oral and written communication skills.

• Excellent organizational and time-management abilities.

• Strong interpersonal and critical-thinking skills.

• Skills in motivational interviewing.

• Knowledge of care management principles.

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

• Excellent customer service skills with a respectful demeanor.

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

• Familiarity with member or clinical data systems is essential.

• Proficient in using office equipment, computers, keyboards, and phones, with or without assistive devices.

• Ability to perform repetitive wrist motions and occasionally lift or carry up to 25 pounds.

• Hands-on clinical treatment is not allowed while fulfilling duties for the organization.

🏝️ Benefits

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

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

• A supportive and collaborative care team.

• Remote work options available.