Funding Customer Experience Coordinator

1 month ago

San Diego, United States Able Net Full time

POSITION SUMMARY:

The Medical Funding Customer Experience Coordinator is responsible for managing all internal and external communications for the funding team to ensure timely responses. In addition, this role would assist with developing communications frameworks for consistent messaging that supports high-quality service delivery. As part of the medical funding process, this role will work collaboratively with other AbleNet staff to provide an improvement-centric service experience with both internal and external customers.

POSITION RESPONSIBILITIES:

  • Responsible for maintaining and responding with best-in-class service to inquiries for the Funding Communications Team team via phone, email, chat and/ or video conference.
  • Handle inbound and outbound calls from customers (families, caregivers, speech therapists, ect.)
  • Ensuing that inquiries are responded within the timeframes outlined by management
  • Keep records of customer interactions, recording details of inquiries, complaints, and comments, as well as actions taken in accordance with HIPAA policies
  • Adhere to client privacy policies both AbleNet-determined as well as HIPAA for compliance
  • Attain and maintain proficient working knowledge of the customer relations system [Salesforce], Microsoft Office products, and other supporting databases
  • Respond to customer inquiries sent via e-mail, mail, fax, chat or over the phone
  • Work as a cross-functional team member that adds to the development of AbleNet and supports company initiatives and goals
  • Demonstrate the core funding service department philosophies: Listen, Learn and Lead
  • All other duties as assigned by supervisor

CORE COMPETENCIES, SKILLS & ABILITIES:

  1. Excellent written and verbal communication skills
  2. Actively participate and work in cross-functional teams throughout the company
  3. Efficient problem analysis and problem-solving skills
  4. Computer literate with demonstrated ability to learn new programs
  5. Data entry and/or account management skills
  6. Demonstrated track record of identifying and implementing process improvements

POSITION REQUIREMENTS:

Education & Experience

  • Bachelors preferred but not required
  • 2+ years of relevant communications experience and/or work experience with Medical Insurance
  • Bilingual – Spanish and English is desired but not required.

Physical, Time, Presence & Other Requirements

Physical:

Standard Office Environment: Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards.

Time:

Full-Time, Exempt employees work an average of 40 hours per week. Additional hours may be required as necessary.

Presence:

Hybrid, Onsite 1-2 times per week

Other:

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