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Grievance Coordinator I

4 months ago

Diamond Bar, United States Call the Car Full time
Job DescriptionJob Description

Grievance Coordinator I

Founded by a Doctor and a First Responder, Call the Car, is currently seeking a Grievance Coordinator I to join our team of exceptionally skilled and committed non-medical emergency transportation specialists. Since 2010, Call the Car has been dedicated to improving access to healthcare.

Job Description:

  • Records and initiates the investigation of complaints/grievances.
  • Ensures timely communication, review and resolution of concerns, complaints, and grievances.
  • Reports need for corrective action to Quality Assurance Manager.
  • Works closely with Call the Car management to ensure compliance to quality standards.
  • Identifies and trends in complaint categories and reports these to Quality Assurance Manager.
  • Makes verbal contact with complainant within 1 business day.
  • Research issues related to customer satisfaction surveys.
  • Gather information related to member injuries and vehicle accidents, both by CTC and providers.
  • Any other duties as assigned by management.

Job Requirements:

  • 5+ years relevant work experience and at least 3 years management/supervisory experience strongly preferred
  • 2+ years customer service experience, preferably in a medical environment
  • Bachelor’s degree preferred
  • Advanced experience using Microsoft Office (Word, Excel, PowerPoint, Outlook) required
  • Skilled using Google Docs and Drive, SharePoint, and Smartsheet preferred
  • Experience using Dispatch, Routing and GPS Tracking software to include but not limited to Medi Routes, Linxup, TomTom Web Fleet, and C.C.E.R.R.T.S preferred
  • Strong verbal communication, problem solving, time management and organizational skills
  • Excellent writing and verbal skills
  • Time management
  • Attention to detail
  • Ability to adapt to a changing environment and handle multiple priorities
  • Ability to work independently or with a team
  • Able to type at least 45 wpm
  • Must pass a Criminal Background Screening.
  • Must pass government exclusion list at time of hire and monthly thereafter
  • Availability to work hours ranging from 8:30am - 5:30pm with occasional Weekends & Holidays

Reports to: Grievance, Manager

Work Location: Diamond Bar, California (on-site)