Care Coordinator

 
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
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 

TRAINING AND WORK SCHEDULES: Your new hire training will take place 8:00am-5:00pm CST, mandatory on camera attendance is required. 

This position is full-time (40 hours/week). Employees are required to have flexi