A career at Community Health Centers offers a unique opportunity to join a team that makes a real impact in our community every day, by improving individuals' health while enhancing their quality of life.

Top Reasons to Work at Community Health Centers

• No weekends for the majority of our centers, 10 Paid Holidays and early Fridays
• A great benefits package that includes healthcare coverage, paid time off, paid holidays, retirement plan, and more.
• Competitive compensation with advancement opportunities and tuition / training reimbursement.
• Awarded "Best and Brightest Companies to Work for in the Nation" for 5 consecutive years.
• Awarded "Top 100 Workplaces for Growing Families" by Orlando Sentinel.
• Modernized and attractive health centers, that patients love.

Scope of Position:

Under the guidance of the Contact Center Operations & Technology Manager (Manager), the Contact Center Coordinator provides supervision to the Contact Center team members.

The Contact Center Coordinator works closely with the Manager, Team Members, and Providers to facilitate continuity of patient flow, appointments, timely response to patient inquiries and interaction between Patients and Team Members.

 Primary Responsibilities and Specific Duties:

• Supervises staff and workflow processes.
• Enforces adherence to policies and procedures including Time, Attendance and Punctuality Policy.
• Responsible for maintaining and updating knowledge of all new and existing policies and procedures.
• Assists in the preparation of employee evaluations, disciplinary actions, and applicable competencies.
• Conducts employee coaching sessions and disciplinary action meetings.
• Prepares timely and accurate notes of employee issues and meetings.
• Evaluates resumes or employment applications of potential candidates for open positions.
• Assists in the development and modification of training resources and tools, such as provider hours, provider templates, and operations manual.
• Provides orientation and training of newly hired team members.
• Facilitates professional development to include the education of staff.
• Responsible for cross-training team members.
• May coordinate and lead routine team member meetings.
• Initial recipient of "call outs". Assists with the daily schedule to cover "call-out" and then reports the changes to the Manager.
• Keeps the flow of the work running smoothly and reports any issues that may impede the work environment to the Manager.
• In the absence of the Manager, they may act as their designee when requested.
• Will be the primary designee for any complaints with the goal of resolving the complaint or escalating to the Manager when complaint cannot be resolved.
• Assists with the support of daily operations of Contact Center team members and may perform duties in assigned position and may fill in if there is an absence or shortage of staff.
• Assists with quality assurance management, such as monitoring the service provided by the Contact Center Representative.
• Assists with the tracking and monitoring of patient calls and solves report delays, conflicts, and other areas of concern to Manager.
• Assists with the support of activities within the Contact Center: such as scheduling patient appointments according to CHC scheduling protocols.
• Assists in developing and administering Contact Center guidelines and written standard operating procedures.
• Prints and reviews Productivity Reports to ensure productivity goals are met.
• Develops and provides reports, logs, and document tracking to the Manager, as requested.
• Serves as eCW Super User/Specialist, collects, and communicates eCW enhancements to team members.
• Performs other duties as assigned.

Skills & Competencies

• Ability to organize, communicate and implement organizational and customer Contact Center goals and objectives.
• Able to create an atmosphere conducive to customer friendly relations by providing memorable, courteous, friendly, and prompt customer service.
• Bilingual (English/Spanish) communications skills helpful and may be required in some instances.
• Ability to show courtesy and respect to all customers.
• Ability to deal with patients effectively in frequently upsetting situations.
• Ability to be a team player.
• All written communication and work products must be accurate, professional and reflect the quality standards of CHC.
• All interpersonal communications and interactions are professional, supportive, and respectful, and align with the CHC Code of Conduct standards.
• Able to function professionally and calmly in emergency situations.
• Ability to effectively handle multiple tasks in a fast-paced environment.
• Exceptional Customer Service abilities.

Qualifications:

Education:

• High school diploma or equivalent is required.
• Bachelor's degree preferred.

Certification/Licensure:

• None

Experience:

• 2-years previous experience in a healthcare setting is required.
• 1 year experience in a medical/dental Contact Center environment preferred.
• Previous supervisory experience preferred.
• Intermediate knowledge of Microsoft Office, including Word, Excel, and Outlook.
• Knowledge of EHR software or equivalent, preferred.
• Typing and computer skills is required.

Other requirements:

• Able to work flexible hours including weekends as needed.
• May be required to travel to other centers.