Description:
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:
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Receive incoming orders/communication via fax, email, or other platforms from referral sources and customers
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Answer high volume of incoming telephone calls from referral sources and customers
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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
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Verify insurance eligibility and coverage
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Provide exceptional customer service while speaking on the phone
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Complete member intake, create and schedule orders accurately based on established quality assurance standards
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Ensure data is entered accurately and in a time-sensitive manner
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Inform patients of applicable copays, financial obligations, purchase vs rental options
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Completely document patients’ account with proper notes and account updates
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Follow up on all open tasks in a timely manner
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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
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Adhere to all applicable guidelines, including HIPAA, OSHA requirements, and account sensitivity
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Work with patients, insurance companies, payors, and physicians to ensure all documentation is received
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Adhere to the policies and procedures of the company and processes set forth by the Customer Care leadership
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Reports to work daily, on time, and ready to work
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Must participate in mandatory on-call and call-back program to respond to emergencies
Requirements:
Minimum Qualifications:
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High school diploma or equivalent required
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Minimum two years experience in a customer service
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At least one year of Call Center or medical / healthcare environment experience
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Excellent listening skills and communicate in an empathetic manner
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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)
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Ability to communicate professionally and tactfully, both orally and in writing.
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Knowledge of major insurance carrier reimbursement guidelines and eligibility coverage is a plus
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Ability to work in a fast-paced environment, multitasking while keeping the focus on the customer
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Must be available to work evenings, weekends, and holidays if needed
