CUSTOMER CARE COORDINATOR
4 days ago
Glendale
Job DescriptionDescription: 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, • 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