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
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