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Customer Care Coordinator

4 months ago

Lexington, Kentucky, United States Randstad USA Full time
The Customer Care Coordinator is a dynamic and essential member of our team, adept at offering multifaceted support across a variety of operational tasks. They take initiative, demonstrating flexibility and a readiness to adapt to different needs of the team. The Customer Care Coordinator ensures efficient and effective coordination of referrals, thorough management of documentation, and seamless communication. MA based candidate - hybrid work model (Lexington, MA office) Qualifications:
  • BS/BA in life sciences/communications is preferred
  • Minimum of 3 years of customer service experience
  • Minimum of 2 years of prior case management experience (within last 2 years) preferred
  • Ability to multi task, problem solve and work independently
  • Ability to handle sensitive information
  • Ability to work in a team environment with excellent communication skills

    salary: $25 - $30 per hour
    shift: First
    work hours: 8 AM - 5 PM
    education: Bachelors

    Responsibilities

    Phase 1

    • Maintain all Faxes that come through the RDCF Fax
    o Review all incoming faxes and attach fax and notes into patient's case, move task through to next stage of case review and schedule accordingly

    • Entering all new referrals into the Service Cloud
    o Referral received ? attach to case ? notate insurance status ? move task through to welcome call
    o QC referral for accurate documentation (signatures, forms, Denials, name, etc)
    o Some interaction with OP PSM teams (follow-up if necessary for missing documentation)

    • Send Applications to Patient/HCP for review (fax)

    • Create/Send/attached approval/denial packets to patients after determination from RDCF

    • Work with FCM/PAP manager to ensure patient/family maintain proper access to therapy

    Phase 2

    • Send monthly AE report to Cognizant
    o Monthly reporting needs to be sent to Cognizant team for prior month
    o Provide a summary of the AE report on the shared drive.
    Send the required form for review
    Understanding of Referral Requirements for All RDCF Products

    • Alpha-1 & PI: No insurance or therapeutic class exclusion (on-label requirements).

    • HAE/LSD/SBS: Uninsured, insured (with 2 denials), plan/therapeutic class exclusion, annual insurance

    Skills
  • Customer Service
  • Case Management
    Qualifications
  • Years of experience: 3 years
  • Experience level: Experienced
    Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

    Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

    At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

    Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

    Applications accepted on ongoing basis until filled.