Job Summary The Call Center Coordinator is responsible for managing a high volume of incoming and outgoing calls, assisting patients and healthcare professionals, resolving concerns, and ensuring requests are handled accurately and promptly. The position requires excellent communication, customer service, critical-thinking, and multitasking skills. Key Responsibilities • Receive high volume of inbound calls as well as make outbound calls to existing patients.
• Ensure screening all calls to quickly identify the caller’s needs and efficiently provide the
most effective solutions.
• Effectively use critical thinking skills to solve problems for callers (patients, hospital staff,
PCP office staff....) while consistently using the highest level of customer service;
troubleshoot any urgent calls and situations.
• Follow communication ‘scripts’ when handling different topics.
• Proactively gain and maintain a full understanding of Tarlani’s portfolio of products and
services.
• Create and maintain a patient satisfaction log (feedback – complaints, compliments).
• Maintain positive attitude and empathy when working with colleagues and patients.
• Create/maintain a log for calls received and categorize them based on the nature of the calls.
• In collaboration with the IT department, gather data, prepare call center dashboard (report)
and present it to the line manager.
• Ensure Call Center compliance with Tarlani policies and procedures.
• Ensure that all requests for services are responded to in an appropriate and timely manner.
• Attend and participate in all in-service training as necessary.
• Comply with all Company policies and procedures as applicable.
• Other duties as assigned. Position Details Years of Experience
• Minimum of two years of experience as a Call Center Coordinator preferred.
• Two (2) years’ experience in a healthcare setting OR BA Degree from accredited university in a
health-related field; plus, one (1) year experience in a healthcare setting is preferred. Other requirements • Bilingual English/Spanish preferred.
• Strong phone and verbal communication skills with active listening.
• Proficiency in MS Office packages.
• Strong ability to multi-task, set priorities and manage time effectively.
• Superb customer service skills – ability to handle diverse customers.
• Able to exercise independent judgment and initiative.
• Work with minimum supervision.
• Experience using Synergy EMR and/or other Electronic Medical Record databases is a plus. Job Type: Full-time
Pay: $21.00–$25.00 per hour Schedule 8-hour shift Day shift Evening shift Weekends as needed
Benefits
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