NELC is rapidly expanding the number of hospitals it serves and is participating with its hospital members in the implementation of several new population health and disease management programs for which care is provided in the home. NELC is seeking talented staff to keep pace with our growth.
New England Life Care is hiring a Full-Time Remote Communications Coordinator to support our growth, who has experience, enjoys a fast-paced environment, provides top-notch customer experience, works on the phone, and enjoys a fast pace. If you have previous customer service and call center experience, this may be the position you have been looking for!
This position is 40 hours per week, remote position. The schedule is Monday through Friday from 8:30am until 5:00pm. No weekends required.
**Please note that we only hire remotely in the following states: Connecticut, Maine, Massachusetts, New Hampshire, Rhode Island, and Vermont**
Job Summary: The person in this position is responsible for courteously, efficiently, and accurately answering a multi-line, multi-site telephone system. Operate telephone business systems equipment to relay incoming, outgoing, and interoffice calls and emails appropriately. Document internal activities as appropriate. Communicate consistently and professionally, with care and compassion.
Benefits:
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Career Ladder and Advancement Opportunities
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Health Insurance
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Dental Insurance
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Vision Insurance
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Generous employer-matched 403(b) savings program
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Company paid: Life insurance, Short- and long-term disability insurance
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Paid Time Off
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And much more!
Job Responsibilities
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Courteously, efficiently, and accurately triages incoming calls in a timely and professional manner.
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Manages the appropriate internal systems to connect, hold, transfer and disconnect telephone calls.
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Provides information to assist patients and customers when possible or transfers them internally as appropriate.
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Ensures that confidentiality of patient information is maintained in accordance with state and HIPAA Privacy and Security regulations.
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Effectively communicates with internal departments to assist callers.
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Maintains current knowledge of the locations, names, and functions across New England Life Care (NELC).
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Answers “press zero” Communication Coordinator (Operator) assistance calls.
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Appropriately transfers inbound calls as needed.
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Listens to and disperses press zero (Operator) voicemails, received during and after normal business hours.
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Documents calls and voice mails into NELC’s Electronic Medical Record (EMR) Systems.
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Maintains level of productivity and meets outlined performance standards without jeopardizing quality; uses time effectively to consistently accomplish objectives and meet deadlines; organizes workload for requirements of the job; sets priorities, anticipates needs/problems; maintains consistent attention to detail.
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Answers Central Patient Service Representative (PSR) queue calls and voicemails.
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Addresses or returns basic inbound patient calls and inquiries (i.e., delivery related questions) for the Central PSRs.
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Schedules pump pickups, discharges patients in NELC EMR system and creates supply only tickets, as needed for the Central PSR team.
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Other duties as assigned.
Education Requirements:
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High School Diploma; College degree/certificate a plus
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Experience with the management of a multi-line phone system required.
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Previous customer service experience required.
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Experience with Microsoft Office programs (Word; Excel; Power Point, etc.); Ability to learn internal computer systems.
Regulatory Requirements:
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Knowledge of HIPAA Privacy and Security requirements preferred.
Preferred Skills:
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Manages difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service and assistance; is reliable; empathetic, caring, and compassionate.
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Speaks clearly and persuasively in positive or negative situations; actively listens to clarify requests; genuinely responds to and assists with questions.
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Demonstrates accuracy and thoroughness.
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Displays a clear and pleasing voice and manner of speaking.
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Manages multiple calls while remaining calm, polite, and accurate required.
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Effective communication skills required.
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Excellent organizational skills required.
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Great customer service skills required.
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Consistent attention to detail required.
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Ability to work independently as well as part of a team required.
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Working knowledge of Microsoft Office (Word, Excel, Power Point) required.
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Dependability in attendance and job performance required.
For more information, visit our website at www.nelifecare.org.
EOE