Customer care coordinator

4 weeks ago

Lexington, United States Randstad Full time

A Global Biotech/Pharma located in Lexington, MA is seeking a Customer Care Coordinator (Hybrid) to join their Team The 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 Care Coordinator ensures efficient and effective coordination of referrals, thorough management of documentation, and seamless communication. Key responsibilities include overseeing the maintenance of faxes, reviewing incoming documents, organizing case reviews, and dispatching requisite information packets, and collaborating closely with the Financial Case Managers. The Care Coordinator's proactive approach and versatility in addressing diverse responsibilities are crucial in enhancing team functionality. 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 cap. •Medicare Patients: Enrolled Calendar Year

salary: $27 - $28 per hour
shift: First
work hours: 8 AM - 5 PM
education: Associate

Responsibilities

•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
•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 reviewUnderstanding of Referral Requirements for All RDCF Products

Skills

  • Active Listening
  • MS-OFFICE
  • coordination of referrals
  • Documentation
  • maintenance of faxes
  • Review of documents
  • organizing case reviews
  • Patient Care Coordination
  • Customer Service
  • Customer support
  • Organization
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 HRsupport@randstadusa.com.

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.

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