Customer Care Coordinator

Join our team as a rotating shift, full-time, Family Practice Customer Care Coordinator in Verona, NJ.

Why Join Us?

Thrive in a People-First Environment and Make Healthcare Better

• Thrive: We empower our team with career growth opportunities, tuition assistance , and resources that support your wellness, education, and financi al well-being.
• People-First: We prioritize your well-being with paid time off, comprehensive health benefits, and a supportive, inclusive culture where you are valued and cared for.
• Make Healthcare Better: We use advanced technology to support our team and enhance patient care.
• Learn more about the  benefits offered for this job.

Get to Know Your Team:

• Hackensack Meridian Mountainside Medical Center is an 820,000-square-foot facility that offers the latest medical programs, cutting-edge technology, and patient-focused care that includes 365 beds, 1,200+ employees and a 27-bed Emergency Room/Fast Track Unit.

• The Customer Care Coordinator is responsible for successfully managing the day-to-day operations of the Front Desk Team.
• Ensure customer surveys are completed quarterly, results reviewed with staff, and patient needs are addressed
• Work with the Practice Manager to address patient complaints
• Interface with patients to coordinate yearly Patient and Family Advisory Councils (PFAC) meetings, and work with Practice Manager and Clinical Coordinator to develop plans to address patient needs
• Work with residents, faculty, clinical staff, and phlebotomists to maintain office schedules in Epic
• Coordinate with Clinical Coordinator and faculty to ensure there are no conflicts with the office schedule, and daily patient visits are processed efficiently
• Participate in selection, training, supervision, performance evaluation, and disciplinary actions of staff
• Ensure staff daily activities, such as referrals, faxes, phones, scanning, break room maintenance, and office mail, are completed in a timely and efficient manner
• Coordinate monthly staff meetings, agendas, and minutes
• Work with Human Resources and Clinical Coordinator to ensure proper processing of contract and post-offer appointments
• Participate in regularly scheduled Epic meetings to ensure department needs are considered in planned changes, and department staff is kept abreast of upcoming changes
• Manage the front desk staff schedule to ensure sufficient coverage every day, and maintain schedule history for audit
• Work with the Practice Manager to establish and implement goals, objectives, policies, procedures, and systems for efficient front desk processing
• Ensure office compliance with regulations and standards such as the Joint Commission, HIPAA, and CPC+
• Coordinate with Clinical Coordinator to work with building and hospital maintenance to report and resolve office issues
• Partner with Clinical Coordinator to resolve software, computer, and printer issues, working with IT support
• Ensure the front office area and patient waiting area are clean and organized every morning
• Perform all other duties as assigned

Job Requirements:

• High School Diploma.
• Minimum of 1-3 years’ experience working in a clinical office setting.
• Experience with Electronic Medical Records (EMR).
• Experience with Microsoft Office Suite.
• Excellent communication skills to effectively engage patients, peers, and supervisors in a dedicated, comforting, respectful, and effective way.
• Ability to adapt to change.

Rate of pay is determined based on experience and education , and may include other pay components such as differentials and call pay based on role.