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 and calls. The Customer Care Representative needs to have the ability to multi‑task, be detail‑oriented, and well‑organized, as the role requires many follow‑ups to complete orders and calls. Essential Job Functions Receive incoming orders and communication via fax, email, or other platforms from referral sources and customers. Answer a high volume of incoming telephone calls from referral sources and customers. Welcome patients, visitors, and vendors upon arrival at the office. Answer patient questions, monitor the logbook, and ensure the lobby is well maintained. Handle inbound and outbound communications (calls, emails, fax, text). Create and process orders based on incoming telephone inquiries and faxes. Utilize technology initiatives and platforms, such as 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. Collect applicable copays, deductibles, and balances from patients. Inform patients about financial obligations and purchase‑vs‑rental options. Completely document patients’ accounts with proper notes and account updates. Follow up on all open tasks in a timely manner. Maintain working knowledge of current home‑care products and services offered by Stance Health Solutions and 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 Customer Care leadership. Participate in mandatory on‑call and call‑back programs to respond to emergencies. Perform other related tasks as required. Requirements Minimum Qualifications High school diploma or equivalent required. Minimum two years' experience in customer service preferred. At least one year of call center or medical/health‑care environment experience preferred. Excellent listening skills and communication in an empathetic manner. Able to operate office equipment including computers and supporting applications such as Word, Excel, Outlook, and database applications. 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 for work evenings, weekends, and holidays if needed. #J-18808-Ljbffr Stance Health Solutions, uniting SG Homecare and Western Drug