Care Coordinator

Job Title

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. Fluent in both Spanish and English required. 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 flexi-bility 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