Customer Relations Coordinator I, Part Time

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    "ShortDescriptionStr": "Stamford Health is a well-established, award-winning Healthcare System with multiple locations in Fairfield County, CT. \n\nAs a new Certified Great Place to Work organization, Stamford Health understands what it takes to attract talent to improve our workforce and support our mission, to that end we offer: \n•\tCompetitive salary \n•\tSign on bonuses for designated positions \n•\tComprehensive, low-cost health insurance plans available day one \n•\tWellness programs \n•\tPaid Time Off accruals \n•\tTax deferred annuity and (403b) pension plan \n•\tTuition reimbursement \n•\tFree on-site parking and train station shuttle \n•\tChildcare partnership with Children’s Learning Center \n\n",
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    "ExternalDescriptionStr": "<p>This position will work a Part-Time shift, Monday: 10am-4pm (6hrs) and Tuesday-Friday: 10:30am-4pm (5.5hrs per day).&nbsp;<br>&nbsp;</p><p><span>The Customer Relations Coordinator I ensures a high-level of customer satisfaction by acting as the primary point of contact for coordinating patient visits, radiology/breast imaging procedures and/or consultations by managing high-volume calls, verifying insurance, registering patients and ensuring accurate data entry in our electronic medical record system Epic.</span></p><p><span>The Customer Relations Coordinator I will also collaborate with other departments to address inquiries, complaints and/or fulfill requests by building trust and fostering a customer-centric culture.</span></p><p><span style=\"font-size: 11pt;\"><strong>MAJOR ACCOUNTABILITIES/CRITICAL RESPONSIBILITIES:</strong></span></p><ul style=\"list-style-type: disc; padding-left: 48px;\"><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Schedule appointments, follow-up visits, and/or imaging procedures while optimizing provider’s and technologists’ schedules.</span></p></li><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Answer incoming voice and/or chat calls, make outbound calls, and/or provide pre-appointment instructions as outlined in the EPIC scheduling system when applicable.</span></p></li><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Verify patient registration information <strong>(i.e. demographics, insurance, etc.)</strong> and make the necessary updates when applicable.</span></p></li><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Manage, reschedule or cancel appointments while maintaining HIPPA compliance.</span></p></li><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Effectively collaborate with office and/or clinical staff internally/externally to Stamford Health to ensure appropriate schedules based on clinical protocols available on the department’s internal website.</span></p></li><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Transcribe faxed paper orders into electronic orders that feed into our electronic medical record system EPIC for imaging appointments when applicable.</span></p></li><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes to meet monthly budgeted volume goals, service levels and abandoned rate.</span></p></li><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Provide first call resolutions to patients’ inquiries and/or requests.</span></p></li><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Demonstrate behavior consistent with Stamford Health’s mission, vision, goals, objectives, and patient care philosophy.</span></p></li><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Achieve and maintain consistent stable monthly performance of 85% in Quality Assurance and 90% in scheduling accuracy.</span></p></li><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Demonstrate regular, consistent, and punctual attendance.&nbsp;</span></p></li><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Perform other duties as assigned.</span></p></li></ul><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\">&nbsp;</p><p style=\"margin-left: 0in;\"><span style=\"font-size: 11pt;\"><strong>QUALIFICATIONS/REQUIREMENTS:</strong></span></p><p style=\"margin-right: 0.5in;\"><span><u>Education and Experience</u></span></p><ul style=\"list-style-type: disc; padding-left: 24px;\"><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>A High School diploma or an equivalent is required.&nbsp;</span></p></li><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Direct experience working in a consumer experience environment either face to face or over the phone required. <strong>(Minimum 1 year)</strong></span></p></li><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Previous experience in a medical office or Patient Access Center highly preferred</span></p></li></ul><p>&nbsp;</p><p><span><u>Competencies and Qualities</u></span></p><ul style=\"list-style-type: disc; padding-left: 48px;\"><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Strong communication skills, attention to detail and ability to handle high-volume, fast-paced work required.</span></p></li><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Must have a strong ability to work under pressure.</span></p></li><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Must be self-directed, able to multitask, deal effectively with change and constructive criticism, as well as, sit for prolonged periods of time while wearing a headset for the entire work shift.</span></p></li><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Must be able to accept ownership and be empowered to effectively solve customers’ issues, complaints, inquiries, keeping patient satisfaction and quality assurance at the core of every decision and behavior.</span></p></li><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Must be computer/PC literate and facile in navigating among different applications/systems and websites. &nbsp;</span></p></li><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Must be highly dependable, flexible, a team player, and able to learn quickly and retain new information.&nbsp;</span></p></li><li><p style=\"margin-bottom: 6pt; margin-right: 0.5in; margin-top: 0in;\"><span>Must adhere to work schedule; be on time and able to work variable schedule(s) and overtime as necessary.</span></p></li></ul>",
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