Care Coordinator

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
• 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 flexibility to work any of our shift schedules during our normal business hours of Monday-Friday, 7:00 AM to 8:00 PM CST.

Remote Details:

You will work remotely, full-time. It will require a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide you with the computer, technology and equipment needed to successfully perform your job. You will be responsible for providing high-speed internet. Internet requirements include the following:

• Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location. Dial-up, satellite, WIFI, Cellular connections are NOT acceptable.
• Download speed of 15Mbps (megabyte per second)
• Upload speed of 5Mbps (megabyte per second)
• Ping Rate Maximum of 30ms (milliseconds)
• Hardwired to the router
• Surge protector with Network Line Protection for CAH issued equipment

EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."