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Customer Service Representative

2 months ago

Flushing, United States TrueCare™ Full time

Company Overview:

Empowering Health, Enriching Lives: True Care's Enduring Mission

At True Care, we stand as a beacon of compassion and excellence in home healthcare. With a profound commitment to enhancing the quality of life for individuals and families, our mission is to provide holistic, personalized care that empowers health and enriches lives.

Every day, we embark on a journey to bring comfort, vitality, and dignity to those we serve. Our mission is driven by a deep understanding of the unique needs and aspirations of each individual under our care. We believe that home is not just a place but a sanctuary where healing and well-being flourish best. Hence, we endeavor to make this sanctuary a haven of health and happiness.

We pledge to create a nurturing environment where our clients and their families feel heard, valued, and supported. Our highly trained and empathetic professionals are not just caregivers but partners in the pursuit of well-rounded wellness. With a focus on open communication, collaboration, and respect, we forge lasting relationships that transcend the boundaries of traditional healthcare

Our mission is to be a guiding light, illuminating the path toward optimal health and well-being. As we navigate challenges and triumphs together, we remain resolute in our dedication to uplifting lives, one compassionate interaction at a time.

At True Care, we don't just offer home healthcare - we offer hope, healing, and a brighter tomorrow.

We Are Hiring

Multiple Openings

Position: Clerical/Administrative Assistant, Scheduling Coordinator, or Admissions Specialist

Must be Bilingual: Cantonese, Mandarin or Fuzhounese

Locations: Flushing or Sunset Park

Job Summary:

The Clerical/Administrative Assistant works closely with our HHA Recruitment team. He/she is the first point of contact for chosen caregivers to guide them through the application process efficiently. The Clerical/Administrative Assistant is also responsible for reviewing and processing incoming HHA applications via paper and internet, as well as managing and following up on pending applications to resolve them.

The Scheduling coordinator works closely with the CDPAP team and potential clients to help facilitate setting up care for members enrolled with True Care Home Care. He/she is responsible for processing referrals received from all referral sources to ensure potential patients can enroll in home care services in a timely fashion.

Administrative Assistant Responsibilities include:

  • Work with chosen caregivers to guide them in submitting all required work and medical documentation via phone and in-person
  • Participate in orientation by meeting and greeting all applicants, screening them and providing the necessary paperwork needed for them to start working i.e fingerprints, OMEG, employment verification, reference check
  • Follow up with unattended applicants to reschedule orientation dates, verify attendance for orientation and in-service classes
  • Assist with the formatting of policies, procedures and other documents as necessary
  • Maintain open lines of communication with all applicants
  • Demonstrate service excellence and positive interpersonal relations in dealing with others, including, patients, families, employees, managers, medical staff
  • Responsible for the completion of intake, enrollment, and monitoring ongoing Caregiver applications
  • Participate with in-service and orientations as requested
  • Ensure a high level of care for the caregivers
  • Coordinate and communicate with various staff in accordance with company policies and to the benefit of our caregivers
  • Ensure caseload retention and assist with growing the company's referrals
  • Maintain HIPAA compliance and regulations
Scheduling Coordinator Responsibilities include:
  • Have knowledge of all lines of services in true care to offer patients the best services possible and to generate daily referrals
  • Liaison between the agency and partnering contracts to discuss member eligibility and start of care processes
  • Working with active patients to obtain necessary documentation and assisting new patients to get Medicaid or refer patients to a third party to get active Medicaid for continued enrollment
  • Follow up with potential patients and contracts on a consistent basis to ensure intake and enrollment is processed smoothly
  • Manage the referral intake process from initiation through admission statuses
  • Analyze weekly status update reports, from all agency contacts and complete all necessary paperwork
  • Maintain an active caseload with an appropriate quota and follow processes to get potential patients started with services
  • Schedule assessments and reassessments of applicants and enrollees using HHA eXchange.
  • Timely communication with the Program Manager, team members, and the Marketing team.
  • Constant exchange of information with various departments to schedule assessments, and gather required clinical and demographic data from patient and sources
  • Create, obtain and track all communication notes for prior and present authorizations
Admissions Specialist Responsibilities include:
  • Consistently maintain caseload of potential clients and follow up with them on a continued basis
  • Be the liaison between the contracts and clients to get them eligible for services
  • Schedule nursing assessments as needed to assess patients in their homes
  • Screen patients to find out best level of care; obtain all required paperwork
  • Manage the referral intake process from initiation through admission statuses; generate daily referrals through the Epace system
  • Manage the eligibility process of patients as they enter True Care for homecare services
  • Gather patient documentation and obtain any insurance information from the patient to get them cleared for services
  • Investigate type and level of insurance coverage to assess patient eligibility for home care services
  • Communicate with medical professionals and insurance company personnel to expedite patient eligible into our program
  • Analyze weekly status update reports, from all agency contacts and complete all necessary paperwork
  • Complete data entry to ensure accuracy of reporting and outcomes and schedule assessments and reassessments of applicants and enrollees using HHA eXchange
  • Upkeep timely communication with the Intake Manager, team members, and the marketing team.
  • Maintain constant exchange of information with various departments to schedule assessments, and gather required clinical and demographic data from patient and sources
  • Maintain effective relations with all agency contacts
  • Create, obtain and track all communication notes for prior and present authorizations.
Job Requirements:
  • Diploma from an accredited High School; GED equivalent
  • Fluency in Mandarin and Cantonese or Fuzhounese
  • Have experience working with database systems, an innate ability to internalize large amounts of information, experience in HHA eXchange is a plus
  • Demonstrated exceptional customer service experience
  • Excellent verbal and written communication skills
  • Personable and professional and can assist patients with questions on the CDPAP programs for the Scheduling Coordinator role


True Care provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, ethnic origin, gender, gender identity, age, marital status, veteran status, sexual orientation, disability, or any other basis prohibited by applicable federal, state, or local law.

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