Customer Care Coordinator

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
• Must participate in mandatory on-call and call-back program to respond to emergencies

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties to meet the ongoing needs of the organization.

Minimum Qualifications:

• 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

Physical Demands and Working Environment

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment: Standard office setting; tasks are regularly performed without exposure to adverse environmental conditions; frequent interaction with staff and the general public. The role requires that you wear a headset, take 40-50 calls per day (at times back-to-back), access and work within multiple systems while addressing callers’ concerns in real time.

Physical: Incumbents require sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard; light lifting, carrying, pushing and pulling; ability to verbally communicate to exchange information.

Vision: See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents; and to operate assigned equipment.

Hearing: Hear in the normal audio range with or without correction.