CUSTOMER CARE COORDINATOR

Description:

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.

Work Schedule:

11:00am to 7:30pm

On-Site Essential Job Functions:

Receive incoming orders/communication via fax, email, or other platforms from referral sources and customers. Answering the high volume of incoming telephone calls from referral sources and customers. Welcome patients, visitors, and vendors upon arrival at the office. Answer patient questions, monitor the logbook, ensuring lobby is well maintained. Handles inbound and outbound communications (calls, emails, fax, text). Create and process orders based on incoming telephone inquiries and faxes 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 and collect applicable copays, deductibles, and balances. Inform patients about financial obligations and purchase vs. rental options. Completely document patients' accounts 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 Stance Health Solutions 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. Must participate in mandatory on-call and call-back programs to respond to emergencies. Perform other related tasks as required.

Requirements:

Minimum Qualifications:

High school diploma or equivalent required. Minimum two years' experience in customer service preferred. At least one year of Call Center or medical / healthcare environment experience preferred. Excellent listening skills and communication in an empathetic manner. Able to operate office equipment including computers and supporting words. processing, spreadsheets, 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 for work evenings, weekends, and holidays if needed.