What are the responsibilities and job description for the Call Center Coordinator position at RMA Network?
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
