Healthcare Customer Service Coordinator

IVI RMA is seeking a full-time Call Center Coordinator to join our growing team! 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 equivalentAbility to communicate (written & verbal) accurately and concisely; must be able to speak clearly over the telephoneSome experience in a call center or customer service environmentKnowledge of customer service principles and practicesKnowledge of medical terminologyProficient in relevant computer applicationsGood data entry and typing skillsKnowledge of administration and clerical processesAptitude to work independently and demonstrate good judgmentAbility to work as part of a multidisciplinary teamExcellent interpersonal and listening skillsDemonstrates problem analysis and problem-solving abilitiesStrong organizational skills and attention to detailIVI-RMA offers a comprehensive full-time benefits package to all employees who work a minimum of 30 hours per week.Medical, Dental, Vision Insurance OptionsPaid Time Off & 8+ Paid HolidaysCompany Paid Life Insurance, Long Term Disability & AD&DFlexible Spending AccountsEmployee Assistance ProgramRetirement 401K PlanOptional benefits including STD, Life & AD&D Buy-up plans & more.About Reproductive Medicine Associates (RMA):RMA is the U.S.-based network of fertility clinics that are part of IVI-RMA Global. To learn more about RMA, visit www.rmanetwork.com. To learn more about RMA-Global, visit: https://www.ivi-rmainnovation.com/research-centers/basking-ridge-basic-research-center/We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.