Customer Service Coordinator

• Answers all incoming calls in a pleasant and proper manner and handles them accordingly
• Performs job in compliance with Innovive policies and procedures and adheres to professional and community standards
• Maintains patient, employee, and agency confidentiality in all aspects of the job
• Protects confidential documents in a manner that prevents unauthorized access
• Shares information appropriately and timely in accordance with agency policy
• Reports all client concerns to the Clinical Supervisor immediately
• Maintains schedule for services requested and provided to agency patients
• Updates assignments for direct care employees to assure safe and effective coverage of patient needs
• Reports any scheduling changes and/or patient concerns to on-call staff
• Assures direct care employees receive complete and accurate directions and information about patient needs as directed by licensed professional staff, care plan, and service request
• Interacts with patients, staff, and the public in a fast-paced, dynamic environment
• Participates in appropriate continuing education, committee(s), and meetings as may be requested and/or required by their immediate supervisor
• Performs other activities and duties as deemed necessaryCompetencies:
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.Required Qualifications:
    • Associate's degree in business or related field
    • 1+ year experience in a customer service environmentPreferred Education & Experience:
      • Minimum of 1 year experience in a business setting, healthcare preferredInnovive Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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