Healthcare Contact Center Project Coordinator

ABOUT US

At Member Care Insurance and Administrative Services, we value diversity and inclusiveness as strengths that make our teams successful, and we are passionate about helping our employees reach their full potential. As Healthcare Contact Center Project Coordinator, we want you to feel that your employment with us will be meaningful, mutually beneficial, and enjoyable.

JOB SUMMARY

The Healthcare Contact Center Project Coordinator manages and supports a variety of projects within a healthcare contact center, driving operational excellence, compliance, and enhanced patient experience. This position involves working cross-functionally to

optimize workflows, monitor performance, implement new systems, and ensure adherence to regulatory standards.

Key Responsibilities:

• Project Management & Coordination

• Collaborate with leadership to define project goals, scopes, and timelines for key healthcare initiatives.
• Ensure resources and personnel are allocated efficiently, meeting deadlines and delivering outcomes.
• Monitor project status, escalating issues when needed to maintain timelines and achieve project goals.

2. Data Analysis & Reporting

• Collect, analyze, and report on key contact center performance metrics such as call volume, resolution time, and patient satisfaction.
• Provide regular updates to management and stakeholders about project progress and performance.
• Utilize data to identify trends and areas for process improvement, ensuring effective patient care and operational efficiency.

3. Stakeholder Communication & Training

• Serve as the main point of contact for internal teams, healthcare providers, and external vendors to ensure alignment on project objectives.
• Develop and deliver training programs to support the onboarding of new systems, technologies, and processes.
• Organize regular meetings, workshops, and training sessions to communicate progress and share best practices.

4. Compliance & Process Improvement

• Ensure compliance with HIPAA, CMS, and other healthcare regulations by overseeing adherence to policies and procedures.
• Drive continuous improvement initiatives to optimize patient care, contact center workflows, and technology integration.
• Evaluate and implement new tools or software to streamline contact center operations and enhance customer interactions.

Required Qualifications & Skills:

• Education: Bachelor’s degree in healthcare administration, Business, or related field.
• Experience: Minimum of 2 years in a healthcare contact center, project management, or operations role.
• Technical Skills: Proficiency in contact center software (Five9, NICE, Avaya), EHR/EMR systems, and Microsoft Office.
• Soft Skills: Excellent communication, organizational, and problem-solving skills.
• Regulatory Knowledge: Knowledge of HIPAA compliance, patient privacy policies, and healthcare regulations.

NOTE:

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship. Member Care Insurance and Administrative Services provides equal employment opportunities to all applicants, without regard to unlawful considerations of or discrimination against race, religion, creed, color, nationality, sex, sexual orientation, gender identity, age, ancestry, physical or mental disability, medical condition or characteristics, marital status, or any other classification prohibited by applicable local, state, or federal laws. Member Care Insurance and Administrative Services may obtain a 'consumer report' about you from a consumer reporting agency for employment purposes. A 'consumer report’ is a background screening report that may contain information regarding your criminal history, driving history, and information about you.