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Administrative Coordinator/Customer Care
Customer Experience
Gaithersburg, MD
Full Time

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Title/Position: Care Center Coordinator

Department or Business Unit: Performance Support Center

Reporting Structure: Manager of Customer Experience 

Employment Type: FTE

Exemption Status: Non-Exempt

Min. Experience: Entry Level

Location: Gaithersburg, MD Office (when COVID restrictions are lifted, this would be the individuals homebase)


Overview of the Role:


The Care Center Coordinator supports our growing physician network by assisting our providers and clinical staff with questions or issues regarding the clinical lab. This person will be responsible for issue management, running and reconciling daily reports, coordinating with reference labs, and serving as the customer service “face” of the lab. 


Primary Job Duties:

  • Issue tracking and management of pre- and post-analytic issues (missing tests, late results, etc)
  • Run daily reconciliation reports and follow-up on open issues
  • Provide assistance/support to care center staff and providers on lab test workflow
  • Coordinate with reference labs to ensure timely return of results
  • Document issues in any given day and produce timely reports for management
  • Identify issues that occur on a repeated basis and provide feedback to management
  • Remain flexible to take on other duties as may be assigned


Minimum Qualifications:


  • High School Diploma required, advance certification a plus 
  • Familiar with healthcare operations, specifically clinical laboratory
  • 2-3 years of full time experience in a customer service environment preferred
  • Familiar using software such as Word, Excel, Web Browsers and cloud-based web applications
  • Availability to work an 8 hour shift between the hours of 8am - 5pm est time
  • Must comply with all HIPAA rules and regulations
  • Experience with Orchard Software (LIS), AthenaNet (EHR/PMS), Salesforce a plus


Interpersonal Skills & Attributes:


  • Excellent written and verbal communication
  • Highly organized, high energy, and a productive person with a fanatical attention to detail
  • Analytical mind and are always looking for ways to improve a recurring process.
  • Skilled in establishing and maintaining effective working relationships
  • Ability to interact with employees and key stakeholders in a professional manner
  • Multi-tasker, able to juggle multiple tasks at the same time.
  • Ability to work independently and with a team in a fast-paced and high volume environment with emphasis on accuracy and timeliness
  • Happy when you are able to get to the bottom of a customer’s issue and do whatever it takes to address it

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee will be required to sit or stand for extended periods of time. The employee will be required to see and use computer technology, speak clearly through a headset so another person can understand, and understand the speech of another person.


Technical Requirements for Remote Work:

In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.bing.com/search?q=speedtest. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.

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