What are the responsibilities and job description for the Call Center Coordinator position at Hoskinson Biotechnology?
About Hoskinson Health & Wellness Clinic
Hoskinson Health & Wellness Clinic is a newly founded, physician-led, team-based, comprehensive health and wellness clinic located in the beautiful community of Gillette, Wyoming.
Our organization was created to provide proactive, patient-centered healthcare to meet the growing needs of our community.
Our Mission & Philosophy
Hoskinson Health & Wellness Clinic is owned and operated by physicians united in their commitment to address long-standing gaps in the healthcare system.
Our mission is to help patients live better, healthier lives by delivering comprehensive, coordinated care through a diverse team of specialists and support staff.
We believe that patients are more than their diagnoses and deserve access to education, resources, and meaningful time with their care team.
To ensure this mission is met, we:
Integrate advanced and effective technology
Encourage collaboration among providers and support staff
Maintain lower patient volumes to allow for personalized, quality care
Position Summary
The Call Center Coordinator oversees the daily operations of the clinic’s centralized call center, ensuring efficient, accurate, and compassionate patient communication.
This role coordinates staff schedules, monitors call performance, manages patient inquiries, and upholds high standards for service quality and patient satisfaction.
The Call Center Coordinator serves as a vital link between the front office, scheduling, and clinical teams, helping to streamline workflows, improve response times, and enhance the overall patient experience.
Key Responsibilities
Operations & Coordination
Oversee and coordinate daily operations of the clinic’s call center
Manage incoming calls for scheduling, messaging, and patient inquiries
Ensure calls are handled promptly, accurately, and professionally
Monitor metrics such as call volume, handle time, and service levels
Implement and maintain SOPs for consistent patient communication
Serve as the escalation point for complex or sensitive patient calls
Leadership & Team Support
Provide daily supervision, coaching, and guidance to call center representatives
Develop and manage staff schedules to ensure adequate coverage
Support onboarding and training of new team members
Conduct quality reviews and deliver performance feedback
Foster a team culture of empathy, professionalism, and accountability
Patient Access & Communication
Ensure timely and accurate appointment scheduling and coordination
Collaborate with clinical and administrative teams to maintain EHR accuracy
Support staff in resolving billing, insurance, or referral inquiries
Identify patterns or issues in patient communication and suggest improvements
Reporting & Compliance
Track and report key performance metrics (call volume, wait time, abandoned calls, satisfaction rates)
Maintain compliance with HIPAA, OSHA, and internal confidentiality policies
Participate in team meetings and contribute to workflow enhancement efforts
Ensure all communication aligns with clinic standards and professional etiquette
Qualifications
Education
High school diploma or GED (required)
Associate’s degree in Healthcare Administration, Business, or related field (preferred)
Experience
2–3 years of experience in a medical office or healthcare call center (required)
1 year of supervisory or lead experience (preferred)
Proficiency with EHR and scheduling systems (Athena, Epic, Cerner, etc.)
Proven ability to thrive in a high-volume, patient-facing environment
Benefits
Health Insurance: 100% of premiums covered (medical, dental, vision, STD, LTD, and life insurance)
Supplemental Insurance: Optional hospital, cancer, accident, and voluntary life coverage
Retirement: Competitive company match — no waiting period
Paid Time Off (PTO): Generous policy supporting work-life balance
Professional Development: Financial assistance available for approved continuing education and training
Equal Opportunity Employer
Hoskinson Health & Wellness Clinic is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.
We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, programs, and activities.
To request accommodation during the application or interview process, please contact Human Resources at (307) 387-9850.