Inbound Call Coordinator Entry

📋 Description

• • Be the first friendly voice our patients, clinicians, and health-plan partners hear when they reach out to Vera Whole Health. As an Inbound Call Coordinator (Entry Level), you will serve as the critical front-line ambassador who sets the tone for every interaction and ensures callers feel heard, valued, and guided toward the right next step.
• • Master our proprietary scheduling platform and electronic health-record workflows during a structured, paid basic-training program. You will learn how to book initial and follow-up appointments for primary-care, behavioral-health, and wellness services while maintaining HIPAA-compliant documentation and real-time accuracy.
• • Triage incoming calls with precision and empathy—routing urgent clinical questions to nurses, complex insurance inquiries to member-services, and routine appointment requests to the appropriate clinic location. Your ability to listen actively and ask clarifying questions will directly reduce wait times and improve patient satisfaction scores.
• • Collect and verify essential information such as patient demographics, insurance eligibility, and referral authorizations. You will update records in real time, flag discrepancies for resolution, and ensure every scheduled visit is supported by complete documentation so clinicians can focus on care rather than paperwork.
• • Collaborate daily with a close-knit team of coordinators, clinical staff, and operational leaders. While you will begin with clearly defined scripts and step-by-step procedures, you will gradually take on more autonomy as you demonstrate accuracy, speed, and customer-service excellence.
• • Contribute to continuous-improvement initiatives by logging common caller pain points, suggesting script enhancements, and participating in weekly huddles where your front-line insights shape process refinements that benefit thousands of members nationwide.
• • Maintain service-level agreements that require 90% of calls to be answered within 60 seconds and 95% of appointments to be scheduled without error. Your attention to detail and calm demeanor under pressure will be instrumental in hitting—and exceeding—these metrics.
• • Rotate through staggered shifts between 7:00 a.m. and 7:00 p.m. local time, ensuring coverage during peak call volumes. Occasional Saturday morning shifts may be required on a voluntary basis, offering overtime pay and schedule flexibility.
• • Participate in ongoing skill-building sessions that cover medical terminology, motivational-interviewing techniques, and insurance-benefit navigation. These micro-trainings are designed to prepare you for advancement into senior coordinator or care-navigation roles within 12–18 months.
• • Champion Vera Whole Health’s mission to transform healthcare by making comprehensive primary care accessible, affordable, and relationship-centered. Every call you handle is an opportunity to reinforce trust in our model and improve health outcomes for diverse populations across Commercial, Medicare, Medicaid, and Individual Exchange plans.