Customer Service Coordinator - FT - Days

Start the day excited to make a difference…end the day knowing you did.  Come join our team.

Job Summary:

This position is primarily responsible for marketing health services to customers through telephone inquiries and facilitating information to area physicians, health systems and community services. The position must demonstrate a commitment of quality service to callers, the Organization and to co-workers.

Essential Functions & Responsibilities:

- Answers online and telephone inquiries regarding physician information, community services, Mary Washington Healthcare service information, class registration, and Epic MyChart services in a courteous and compassionate manner.

- Manages flow of incoming calls, follows up on all messages in a timely manner, and documents appropriately.

- Maintains high level knowledge of organization programs, services and, events to be a resource to customers.

- Routes calls to Triage Nurses, Program Manager, or other providers as appropriate.

- Refers inquiries to the appropriate physician or service according to program guidelines.

- Manages MyChart Help Desk inquiries; troubleshooting concerns relating to access and functionality and routing customers to the appropriate resource(s).

- Responds to general consumer concerns received through Epic MyChart portal.

- Acts as a liaison to assist in the maintenance of the physician referral database, providing database teams with any physician updates received.

- Produces and mails correspondence/packages to customers as indicated in a timely manner.

- Supports customers in registering for appropriate classes, screenings and events.

- Accept and verify payment when needed and documents registration in Epic.

- Maintains current class schedules on the MWHC website.

- Initiates follow-up calls to select patient populations post discharge regarding quality of care.

- Prepares system reports and distributes to appropriate parties.

- Participates in continuing education activities.

- Other duties as assigned

Qualifications:

- High school diploma or GED equivalent, required.

- Basic phone interviewing and counseling skills, required.

- Strong working knowledge of computers; specifically, Word and Windows are required.

- Excellent verbal communication skills, required.

- Positive, enthusiastic and pleasant telephone voice, required.

- Basic typing (55 wpm), preferred.

- General knowledge of physician, health systems, and community health care services, preferred.

MWHC will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status (EOE). We are also committed to equitable and transparent compensation practices and comply with all applicable pay transparency and pay equity laws.
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Required
Physical Requirements: Constant (67-100% of workday) sitting and use of arms and hands; occasional (0-33% of workday) standing, walking, bending, squatting; ability to lift, push, and pull up to 10 lbs.; auditory and visual skills.

Mental Requirements: Possesses critical thinking and analytical skills.  Ability to multi-task.  Ability to communicate effectively and collaborate with a multi-disciplinary team.

Environmental Requirements and Exposure Hazards: Potential risk of exposure to chemicals.

“It is the policy of Mary Washington Healthcare to provide reasonable accommodations to qualified individuals with a disability who are applicants for employment or Associates.”
‎ Compensation Pay Range:
$19.92 - $27.88