<div><p><b>IVI RMA is seeking a full-time Call Center Coordinator to join our growing team!</b></p><p><b> Responsibilities:</b></p><ul><li> Manage high volume of inbound calls/portal inquiries in a timely manner.</li><li> Answer client inquiries by clarifying desired information; researching, locating, and providing information.</li><li> Understand the company's offerings and communicate policies and Practice information accurately.</li><li> Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.</li><li> Escalate medical complaints/questions to the appropriate medical professional.</li><li> Be empathetic, have a positive attitude and to be able to stay calm and polite, even when callers get upset.</li><li> Provide timely response to patients’ inquiries by telephone and/or portal consistent with service and quality standards.</li><li> Provide correct information or direct the call to the appropriate team member or department while maintaining a high level of professionalism.</li><li> Document all communication according to standard operating procedures. Provide notification of any urgent requests, complaints or compliments to the appropriate party or system.</li><li> Provide availability, and schedule appointments within established guidelines.</li><li> Follow communication “scripts” when handling different topics.</li><li> Maintain call center database by entering required information.</li><li> Update existing customer information as needed.</li><li> Perform other related duties as assigned.</li></ul><p><b> Requirements:</b></p><ul><li> High school diploma or equivalent</li><li> Ability to communicate (written & verbal) accurately and concisely; must be able to speak clearly over the telephone</li><li> Some experience in a call center or customer service environment</li><li> Knowledge of customer service principles and practices</li><li> Knowledge of medical terminology</li><li> Proficient in relevant computer applications</li><li> Good data entry and typing skills</li><li> Knowledge of administration and clerical processes</li><li> Aptitude to work independently and demonstrate good judgment</li><li> Ability to work as part of a multidisciplinary team</li><li> Excellent interpersonal and listening skills</li><li> Demonstrates problem analysis and problem-solving abilities</li><li> Strong organizational skills and attention to detail</li></ul><p></p><p><b><i><br> IVI-RMA offers a comprehensive full-time benefits package to all employees who work a minimum of 30 hours per week.</i></b></p><ul><li> Medical, Dental, Vision Insurance Options</li><li> Paid Time Off & 8+ Paid Holidays</li><li> Company Paid Life Insurance, Long Term Disability & AD&D</li><li> Flexible Spending Accounts</li><li> Employee Assistance Program</li><li> Retirement 401K Plan</li><li> Optional benefits including STD, Life & AD&D Buy-up plans & more.</li></ul><p></p><p><b><br> About Reproductive Medicine Associates (RMA):</b></p><p> RMA is the U.S.-based network of fertility clinics that are part of IVI-RMA Global. To learn more about RMA, visit www.rmanetwork.com. To learn more about RMA-Global, visit: https://www.ivi-rmainnovation.com/research-centers/basking-ridge-basic-research-center/</p><p> We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.</p></div><p></p>
