Care Coordinator

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• Qualifications:                 ·
• High School Diploma, GED or equivalent work experience.
• Fluent in both Spanish and English required.
• 1-3 years in related field preferred.
• Previous customer service experience, preferred.
• Knowledge of practices and procedures commonly used in a call center or customer service environment, preferred.
• Clear knowledge of Medicare, Medicaid & Commercial payer policies and guidelines for coverage, preferred.
• Knowledge of Diagnostic Medical Expense and Medicare Administrative Contractor practices, preferred.
• Clear understanding of Medical, Supplemental, and pharmacy insurance benefit practices, preferred.
• Excellent written and oral communication, mediation, and problem-solving skills, including the ability to connect with patients, caregivers, and providers.
• Strong people skills that demonstrate flexibility, persistence, creativity, empathy, and trust.   
• Robust computer literacy skills including data entry and MS Office-based software programs.

Responsibilities:

• Responsible for handling inbound and outbound calls, with ability to determine needs and provide one call resolution.
• Responsible for reporting adverse events within the required timeframe.
• Create and complete accurate referrals and applications and keep updated on policy or procedural changes.
• Investigate and resolve patient/physician inquiries and concerns in a timely manner.
• Enter detailed information into company proprietary software while conversing via telephone.
• Place outbound phone calls for patient follow ups or confirmations.
• Demonstrate superior customer support talents.
• Interact with the patient referral sources to process new applicants.
• Steward patient accounts from initial contact through final approval/denial.
• Prioritize multiple, concurrent assignments and work with a sense of urgency.
• Maintaining quality and providing an empathetic and supportive experience to the patient by controlling the patient conversation, educating the caller as they provide effective and efficient strategies and processes.

Qualifications:                 ·

• High School Diploma, GED or equivalent work experience.
• Fluent in both Spanish and English required.
• 1-3 years in related field preferred.
• Previous customer service experience, preferred.
• Knowledge of practices and procedures commonly used in a call center or customer service environment, preferred.
• Clear knowledge of Medicare, Medicaid & Commercial payer policies and guidelines for coverage, preferred.
• Knowledge of Diagnostic Medical Expense and Medicare Administrative Contractor practices, preferred.
• Clear understanding of Medical, Supplemental, and pharmacy insurance benefit practices, preferred.
• Excellent written and oral communication, mediation, and problem-solving skills, including the ability to connect with patients, caregivers, and providers.
• Strong people skills that demonstrate flexibility, persistence, creativity, empathy, and trust.   
• Robust computer literacy skills including data entry and MS Office-based software programs.
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• What is expected of you and others at this level:
• Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments.
• In-depth knowledge in technical or specialty area.
• Applies advanced skills to resolve complex problems independently.
• May modify process to resolve situations.
• Works independently within established procedures; may receive general guidance on new assignments.
• May provide general guidance or technical assistance to less experienced team members.
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• TRAINING AND WORK SCHEDULES: Your new hire training will take place 8:00am-5:00pm CST, mandatory on camera attendance is required.  
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• This position is full-time (40 hours/week).  Employees are required to have flexible shifts.