Call Center Work Flow Coordinator

RMB, Inc. - Denver, CO (30+ days ago)

Call Center Workflow Coordinator


Facilitates customers by answering healthcare service questions; suggesting options for account resolution.
Maintains customer records by updating account information.
Resolves healthcare service problems by clarifying the customer's concerns; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Maintains accounts by processing customer payments and adjustments appropriately.
Recommends potential process improvements to management by collecting customer information and analyzing customer needs.
Contributes to team effort by accomplishing related results as needed.

Additional Duties and Responsibilities (Team Lead)

Assist with the daily operations of the Call Center Unit.
Answers team questions and acts as "go to" person in the absence of unit Supervisor.
Works closely with the Manager to continually improve the quality, productivity and knowledge of the team members.
Assist with Quality Assurance (QA) as directed and outlined by unit Manager.
Assists with special projects as needed.
Motivates team through team and personal associate development resulting in overall achievement of company goals

Prior Customer Service Experience
Healthcare Knowledge
Quality Focus
Problem Solving
Documentation Skills
Exceptional Phone Skills
Conflict Resolution
Analytical Thinker

Desired Education and/or Experience:
Minimum of one (1) year experience in a call center environment preferred; however, business office environment with experience in billing, collections and/or follow up would be considered

Experience with the following systems or similar preferred:
Artiva/ Call Center Dialer
Microsoft Windows Applications (Excel, Word, and Power Point)

Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility. Identifies potential risk areas within area of responsibility and supports problem resolution process. Maintains records of compliance activities and reports compliance activities to the Compliance Office.

RMB Inc. is an Equal Opportunity Employer. All qualified applicants will receive equal consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by federal, state or local law.