Care Coordinator

Duties
" Applies acquired job skills and company policies and procedures to complete assigned tasks
" Works on routine assignments that require basic problem resolution
" Refers to policies and past practices for guidance
" Receives general direction on standard work; receives detailed instruction on new assignments
" Consults with Supervisor or senior peers on complex and unusual problems
" Accountabilities in this role
" Create and complete accurate referrals and applications into centralized customer relationship management platform while staying updated on policy or procedural changes
" Resolve patient's questions and concerns regarding patient journey status
" Enter detailed, accurate, and clear information into company proprietary software while conversing via telephone
" Place outbound phone calls for patient follow-ups or confirmations
" Maintain quality while providing an empathetic and supportive experience to the patient by controlling the patient conversation and educating the caller
" Interact with the patient referral sources, which may include healthcare providers, to process new applicants
" Steward patient accounts from initial contact through final approval/denial

" Ability to multitask, utilizing specific software programs while speaking with patients and/or healthcare staff.
" Ability to type a minimum of 40 WPM.
" Ability to transcribe (type) accurate notes while speaking to customer.
" Strong Microsoft Products experience required.
" Ability to navigate video conferencing tools such as Microsoft Teams and Zoom.
" Strong video conferencing experience.
" Must have the ability to work via video conferencing as required by leadership.
" Strong communication skills, both written and verbal. Strong attention-to-detail and quality documentation
" Exceptional, professional verbal communication skills with friendly, empathetic, and patient centric focus
" Independent worker and self-starter with solid time management skills and ability to work with high volume production teams
" Continuous learner with a desire to move into a senior level role
" Solid work-ethic and driven to achieve daily/weekly metrics
" Strict adherence to company attendance policies

" High School education required
" 2-4 years related customer facing experience and/or training desired or equivalent combination of education and experience
" Previous experience or knowledge of practices and procedures commonly used in a call center or customer service environment highly preferred
" Knowledgeable of insurance billing methods and general pharmacy operations a plus