Account Coordinator

We are seeking an Account Coordinator to join our Operations Team. This role serves as a primary point of contact for facility communication, account support, and customer service coordination across an assigned territory. This role requires an individual with strong communication, multitasking, and problem-solving skills who can effectively manage high-volume client interactions. If you are looking for a company focused on being the best in the industry, enjoy taking on challenges, and want to make a direct impact on our patients and providers, then look no further!

This will be a full-time, exempt position reporting to the Senior Manager of Operations.

What you will do:

• Client Communication & Support: Serve as a primary point of contact for inbound client calls, addressing questions, concerns, and service-related inquiries with professionalism, accuracy, and empathy. Manage an average inbound call volume of 100–120 calls per week.
• Visit Confirmation & Scheduling Support: Conduct outbound calls to confirm upcoming visits and maintain a 95% or higher confirmation rate. Manage 100–150 outbound calls weekly to support scheduling efficiency and provider productivity.
• Email & Correspondence Management: Respond to client and internal email inquiries in a timely, professional, and accurate manner, maintaining a standard response turnaround of 24–48 hours.
• Referral & Documentation Coordination: Review referrals and onboarding documentation for completeness and accuracy. Educate clients on missing information to minimize operational delays and ensure compliance with company standards. Distribute progress notes in accordance with established procedures.
• Account Performance Management: Monitor accounts with low patient engagement or facility penetration, identify underlying issues, and collaborate cross-functionally to implement corrective actions and long-term improvement strategies.
• Facility Contact & Relationship Management: Maintain accurate facility contact information and provide ongoing education and communication to support strong client relationships and adherence to company policies and procedures.
• Issue Resolution & Escalation Management: Manage operational disruptions, escalated client concerns, complaints, and account-related issues through timely intake, follow-up, delegation, and resolution. Escalate issues appropriately while striving for first-contact resolution whenever possible.
• Client Feedback & Service Improvement: Review customer satisfaction survey results to identify trends, strengthen client relationships, and support continuous service improvement initiatives.
• Team Collaboration & Operational Support: Participate in team meetings, communicate proactive updates, escalate recurring trends or concerns, and collaborate across departments to support operational efficiency and provider satisfaction.
• Projects & Additional Responsibilities: Assist with special projects, process improvement initiatives, and other departmental or organizational responsibilities as assigned.