customer care coordinator

1 week ago

Corona, California, United States Stance Health Solutions Full time

Position Overview:

The Customer Care Coordinator will be responsible for providing front-line support to all of our referral sources and customers. The position requires you to provide exceptional customer service while handling a high volume of customer orders/calls. The Customer Care Representative will need to have the ability to multi-task, be detail oriented, and well-organized, as the position requires a lot of follow-ups to be able to complete the orders/calls.

Essential Job Functions:

  • Receive incoming orders/communication via fax, email, or other platforms from referral sources and customers
  • Answer high volume of incoming telephone calls from referral sources and customers
  • Utilize technology initiatives and platforms, such as (but not limited to) HIPAA-compliant text, chat features, and other communication avenues as established by the company
  • Verify insurance eligibility and coverage
  • Provide exceptional customer service while speaking on the phone
  • Complete member intake, create and schedule orders accurately based on established quality assurance standards
  • Ensure data is entered accurately and in a time-sensitive manner
  • Inform patients of applicable copays, financial obligations, purchase vs rental options
  • Completely document patients' account with proper notes and account updates
  • Follow up on all open tasks in a timely manner
  • Maintains working knowledge of current home care products and services offered by SG Homecare and all applicable insurance guidelines regarding eligibility for coverage and reimbursement
  • Adhere to all applicable guidelines, including HIPAA, OSHA requirements, and account sensitivity
  • Work with patients, insurance companies, payors, and physicians to ensure all documentation is received
  • Adhere to the policies and procedures of the company and processes set forth by the Customer Care leadership
  • Reports to work daily, on time, and ready to work
  • Must participate in mandatory on-call and call-back program to respond to emergencies

Requirements

Minimum Qualifications:

  • High school diploma or equivalent required
  • Minimum two years experience in a customer service
  • At least one year of Call Center or medical / healthcare environment experience
  • Excellent listening skills and communicate in an empathetic manner
  • Able to operate office equipment including computers and supporting word processing, spreadsheet, and database applications. Working knowledge of Microsoft Office (i.e. Word, Excel, Outlook)
  • Ability to communicate professionally and tactfully, both orally and in writing.
  • Knowledge of major insurance carrier reimbursement guidelines and eligibility coverage is a plus
  • Ability to work in a fast-paced environment, multitasking while keeping the focus on the customer
  • Must be available to work evenings, weekends, and holidays if needed

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