About this role

Handle a high volume of inbound and outbound phone calls
Review lab results and communicate recommendations provided by Aftercare clinicians
Respond to patient clinical inquiries in accordance with established workflows and SOPs
Obtain and upload patient clinical documents into the medical record
Report applicable cases to the Department of Health (DOH)
Ensure all patient interactions are accurately documented and strive for one-call resolution
Respond promptly to tasks assigned through CRM (Salesforce) and EMR (Athena) systems
Effectively multitask across multiple systems to provide timely patient support and follow-up after clinical visits
Adhere to all HIPAA guidelines and organizational policies
Meet departmental goals and key performance indicators (KPIs)

High school diploma or GED required
Strong passion for customer service and patient satisfaction
Ability to manage a high volume of calls and casework daily
Demonstrates a courteous, empathetic, and professional demeanor
Excellent communication, interpersonal, and organizational skills
Receptive to feedback, with a willingness to learn and embrace continuous improvement
Flexible to work a full or part time schedule, including weekends, rotating shifts, and holidays
Prior call center or clinical laboratory experience preferred
Bilingual or multilingual skills are a plus

Patient Care Coordinator

Key skills