Healthcare Customer Experience Coordinator

12 hours ago


Sacramento, California, United States NxT Level Full time

Customer Care Coordinator Role Summary

The Customer Care Coordinator provides critical support to our clients' Medicare members, ensuring they have access to the care they need. This role involves navigating members through their healthcare and benefits, connecting the dots between their provider network, health plan operations, and supplemental vendors.

Key Responsibilities:

  • Serve as a subject matter expert in healthcare, providing guidance on procedures, protocols, benefits, and services to resolve member issues and inquiries.
  • Provide outbound and inbound support via phone, maintaining case ownership of Tier 1, Tier 2, and Tier 3 matters.
  • Manage member communication preferences, utilizing interpreter services as needed, and collaborating with partners to facilitate the member experience.
  • Excel in customer service, contributing to a culture of going above and beyond to ensure the highest level of member satisfaction.

Requirements:

  • Language Skills: Ability to read and interpret documents, write routine reports, and speak effectively before groups.
  • Mathematical Skills: Ability to perform basic arithmetic operations and apply common sense understanding to carry out instructions.
  • Basic understanding of Microsoft Office Products and computer literacy, typing 40+ words per minute.

Preferred Qualifications:

  • Experience helping members navigate access to care through Medicare Advantage or HMO, including referrals and authorizations.
  • Outbound call center experience, including welcome/onboarding, appointment scheduling, retention, sales, or other health care/health plan related programs.

This role is eligible for overtime and offers a competitive hourly rate of $18-$22 based on experience.



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