Patient Coordinator Coach in Colorado Springs at Startek

Date Posted: 6/1/2017

Job Snapshot

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Job Description

Do Right [mantra| doing the right thing, for the right reason, even when no one is watching]. We all have hundreds of opportunities a day to do the right thing. Doing right means being honest, working with integrity and playing by the rules. We expect our team of Brand Warriors to do the right thing for themselves, for their teammates, for the company, and more importantly, for the clients and customers we serve!
Improve [verb| you're responsible for growing the team too]. At STARTEK, we’re always looking for great people to join our team. By continually trying to improve our teams, bringing in highly talented individuals who are genuine and passionate about delivering a superior customer service experience, and by holding each other accountable, WE, together, make STARTEK a great place to work!
Empathize [verb| showing the ability to understand and relate to the feelings, thoughts or attitudes of other people]. At STARTEK we strive to provide the very best experience, with every customer interaction, every time. We want our Brand Warriors to have a genuine, honest conversation, be it by chat, email, phone - within every interaction throughout each day.
Take Ownership [verb| owning our success, actions and opportunities to improve]. Each of us have creative ideas and play a BIG role on our teams! We go the extra mile to achieve our goals. When we’re wrong we say so. When we’re right we celebrate as a FAMILY. We challenge ourselves to be better than we were yesterday because our clients and their customers deserve OUR BEST at ALL times.
Bring It [verb| what we expect from an employee of STARTEK]. You are a Brand Warrior, dedicated to providing superior customer service. You are willing to show up to work each and every day with a positive attitude and a Warrior spirit; fighting for our clients’ brands and for STARTEK.
Perks [noun| the good stuff you get for working hard]. STARTEK has three medical plans to choose from along with life, dental and vision insurance. We have a 401K program with a company match; and offer a discounted employee stock purchasing plan for our Brand Warriors to participate in. We offer a variety of employee discounts, from cell phones, to movie tickets, to travel, to local discounts, and more!

Leadership [verb| growing yourself through developing others]. Coaching. Mentoring. Being the student as much as you are the teacher. Creating an environment of trust. Catching others doing something RIGHT. Managing call center metrics and team performance. These are all traits of a STARTEK Engagement Coach.

Job Requirements

Qualifications [the legal stuff| how you know if you meet the minimum requirements]. STARTEK employs brand warriors with a wide range of ages, experiences, and backgrounds. We do have a few minimum qualifications though:
-          You must be able to show steady employment with excellent attendance at your previous employers;
-          You must have at least 6 months of healthcare experience (call center and/or customer service experience preferred);
-          You must have a High School Diploma or GED;

-          You must be at least 18 years of age.

•       Job Duties:

  • Evaluates, provides feedback, mentors and motivates employees to provide excellent customer service, while improving call quality and performance metrics. 
  • Interviews new applicants.
  • Analyzes call statistics to ensure performance and quality standards are met. 
  • Resolves worker issues or submits unsettled issues to the HR Department for appropriate action. 
  • Handles supervisor calls and oversees escalation queue. 
  • Monitors live or recorded calls and identifies performance gaps. Coaches employees for performance improvement, resolves day-to-day issues and problems, provides technical leadership, and answers questions accurately and professionally. 
  • Trains new employees to ensure professional, performance and quality standards are met. 
  • Encourages and participates in community activities. 
  • Monitors call volume to ensure appropriate staffing levels are maintained to service clients. 
  • Conducts meetings to ensure accurate and timely communication of client and campaign issues to and from the team. 
  • Reviews and submits all required reports and staffing requests, and maintains transaction reports and attendance/time records. 
  • Delivers performance reviews of team members, conducts disciplinary interview/counseling, and completes and files all necessary HR documentation. 
  • Participates in client quality calibration sessions.


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