Care Coordinator

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.

Skills

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.

Education

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.

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