CUSTOMER CARE COORDINATOR (8:30am-5pm)

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.

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