CUSTOMER CARE COORDINATOR

Description

Position Overview:

The Customer Care Coordinator will be responsible for providing front-line support to all of our referral sources and customers. The position requires you to provide exceptional customer service while handling a high volume of customer orders/calls. The Customer Care Representative will need to have the ability to multi-task, be detail oriented, and well-organized, as the position requires a lot of follow-ups to be able to complete the orders/calls.

Essential Job Functions:

• Receive incoming orders/communication via fax, email, or other platforms from referral sources and customers.  
• Answering the high volume of incoming telephone calls from referral sources and customers.  
• Welcome patients, visitors, and vendors upon arrival at the office.  
• Answer patient questions, monitor the logbook, ensuring lobby is well maintained.  
• Handles inbound and outbound communications (calls, emails, fax, text).   
• Create and process orders based on incoming telephone inquiries and faxes  
• Utilize technology initiatives and platforms, such as (but not limited to) HIPAA-compliant text, chat features, and other communication avenues as established by the company.  
• Verify insurance eligibility and coverage.  
• Provide exceptional customer service while speaking on the phone.  
• Complete member intake, create and schedule orders accurately based on established quality assurance standards.  
• Ensure data is entered accurately and in a time-sensitive manner.  
• Inform patients and collect applicable copays, deductibles, and balances.  
• Inform patients about financial obligations and purchase vs. rental options.  
• Completely document patients’ accounts with proper notes and account updates.  
• Follow up on all open tasks in a timely manner.  
• Maintains working knowledge of current home care products and services offered by Stance Health Solutions and all applicable insurance guidelines regarding eligibility for coverage and reimbursement.  
• Adhere to all applicable guidelines, including HIPAA, OSHA requirements, and account sensitivity.  
• Work with patients, insurance companies, payors, and physicians to ensure all documentation is received.  
• Adhere to the policies and procedures of the company and processes set forth by the Customer Care leadership.  
• Must participate in mandatory on-call and call-back programs to respond to emergencies.  
• Perform other related tasks as required. 

Requirements

Minimum Qualifications:

• High school diploma or equivalent preferred. 
• Minimum two years' experience in customer service preferred. 
• At least one year of Call Center or medical / healthcare environment experience preferred. 
• Excellent listening skills and communication in an empathetic manner. 
• Able to operate office equipment including computers and supporting words. processing, spreadsheets, and database applications. Working knowledge of Microsoft Office (i.e. Word, Excel, Outlook). 
• Ability to communicate professionally and tactfully, both orally and in writing. 
• Knowledge of major insurance carrier reimbursement guidelines and eligibility coverage is a plus. 
• Ability to work in a fast-paced environment, multitasking while keeping the focus on the customer. 
• Must be available for work evenings, weekends, and holidays if needed.