We’re unique. You should be, too.

We’re changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.

The Service Team Coordinator, PRN is responsible for outbound and inbound customer service call handling related to patient scheduling, general inquiries and other patient sales and service call interactions. The incumbent in this role is accountable for providing excellent customer service as they approach each interaction as an opportunity to support better patient health. He/She supports initiatives and medical centers across all ChenMed entities by assisting with key business functions of the department and medical centers and serving patients according to corporate policies and regulations. This incumbent is also responsible for achieving departmental quality, compliance and productivity standards while delivering VIP level customer service. The Service Team Coordinator, PRN is a hybrid role which may, when needed, require in-office presence.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Operating in a call center environment, receives inbound and makes outbound customer service calls related to patient scheduling, sales calls and other general inquires.
• Responds to patient inquiries based on the ChenMed core model for care.
• Follows up with patients to ensure service satisfaction. Escalates issues/concerns as appropriate.
• Makes appropriate and timely decisions according to department standards, procedures and policies.
• Documents interactions using web-based technology.
• Maintains business relationship by providing prompt and accurate service to promote loyalty.
• Interacts and collaborates with team members across multiple departments to promote VIP customer service and patient interactions.
• Expected to pick up shifts to cover PTO, LOA and other unexpected absences along with special project hours. Some shifts will be scheduled in advance while others will have minimal notice.
• Performs other duties as assigned and modified at manager’s discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

• Competent-level business acuity
• Comprehensive knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods
• Exceptional verbal communication skills including active listening
• Excellent organizational and multi-tasking skills
• Able to deal with a demanding environment
• Passion for serving others, particularly seniors, with initiative-taking solutions
• Proficient in keyboarding as well as, Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook; competent in other systems required for the position
• Flexibility and willingness to work on an as-needed basis, including after-hours, nights, weekends and holidays
• Availability and willingness to work overtime hours as requested by leadership and based on the staffing needs of the business
• Ability and willingness to travel locally, regionally and/or nationwide up to 10% of the time
• Spoken and written fluency in English; bilingual a plus (Spanish, Creole, Vietnamese)

EDUCATION AND EXPERIENCE CRITERIA:

• High school diploma or GED equivalent required
• A minimum of 1 year of customer service experience required; in a call center or similar environment, a plus
• Experience with web-based customer relationship management systems
• This is a PRN/Per Diem position requiring a minimum of 160 hours per year, with scheduling flexibility based on the needs of the department