Medical Services Coordinator (Part-Time)
As an alternative to direct patient care, National Medical Systems offers an energetic and team-focused work environment that offers the ability to utilize your occupational health skills and knowledge without the typical on-your-feet clinical/hospital grind, all on a part-time schedule. We are looking for someone with flexible Monday through Friday availability who can potentially work until 6:00 PM two days per week.
Company Overview
National Medical Systems (NMS Health), an administrator of occupational health services, is seeking a candidate who can provide exceptional service to our Fortune 500 clients. NMS specializes in providing comprehensive medical surveillance that aims to provide the healthiest and most physically qualified employees for our clients. Since 1994, NMS has been providing occupational health services across all major industries including pharmaceutical, tourism, chemical, maritime and more!
Position Overview
The Coordinator, Medical Services is a part-time role that supports the timely, high-quality delivery of health care. You will organize, implement, and maintain the health and medical information systems used to store, retrieve, and clear medical information accurately. All of this work follows National Medical Systems standards and industry best practices. Exceptional phone skills and diligent follow-up to obtain medical records are key to success in this position.
As an internal resource for medical data and records, you will prioritize and streamline the release of medical clearances and oversee confidentiality, information retrieval and storage, and record retention. This position partners with various stakeholders to develop, enhance, and manage the patient document management system using medical records best practices and current standards. You will also stay abreast of upgrades and enhancements to the electronic health record system to ensure the document management system is fully utilized.
This role also provides support to our Solutions team as needed. In that capacity, you will serve as a first line of support for our clients, their employees and candidates, and our screening partner sites. You will handle phone calls, chats, and emails, resolving inquiries promptly and effectively, and collaborating with Solutions team members and the Services team to resolve tickets. Our team works hard, supports one another, and is committed to ensuring success, both individually and together.
Job Responsibilities
- Organize, implement, and maintain health and medical information systems for accurate storage, retrieval, and clearance of medical information.
- Conduct diligent phone and written follow-up to retrieve medical records and expedite medical clearances.
- Provide resolutions for Zendesk phone, email, and chat inquiries, as well as other client communications for clinics, clients, and employees/candidates, delivering friendly professionalism and high attention to detail.
- Learn and understand unique client requirements and standard processes for handling tickets, including when to escalate issues.
- Monitor and document recurring client issues, inquiries, and feedback in the assigned tracking tool to identify trends and provide actionable insights that improve processes and client satisfaction.
- Meet regularly with senior team members to share observations and recommendations based on identified trends and firsthand client interactions.
- Collaborate with internal teams to resolve issues efficiently and ensure seamless client experiences.
- Adhere to defined service level agreements for response and resolution times.
- Stay up to date on company services, processes, and updates to provide accurate information and support.
Core Qualifications
- Proficient in managing electronic documents and systems. Familiarity with the Microsoft Office Suite (Outlook, Excel, Word, OneNote), Microsoft Teams or similar peer-to-peer communication platforms, Adobe Acrobat, Box and other document management tools, as well as familiarity with cloud storage software.
- Experience using Zendesk or any ticketing or support platform is a plus.
- Comprehensive and extensive electronic and individual organizational skills.
- Experience in dealing with digital and paper medical records in a strict HIPAA compliant environment.
- Positive and friendly phone manner.
- Ability to work/perform on heavy deadline-driven tasks daily.
- Grit/perseverance and commitment.
- 2 to 3 years' related experience with customer and/or client support.
- Bachelor's degree preferred.
- Customer service experience and previous occupational health experience a plus.
Key Qualities We're Looking For
- Dedicated to Providing Positive Experiences: Highly responsive, with strong interpersonal and communication skills; consistently aims to deliver positive results.
- Comfortable Providing Support via Phone: Enjoys and feels confident assisting others directly over the phone.
- Strong Writing Skills: Responds to email and chat inquiries with clear, professional writing, proper grammar, and an appropriate tone.
- Committed to Improving the Status Quo: Willing to ask questions and provide constructive feedback; comfortable making suggestions to improve processes and enhance overall service.
- Fast Learner: Quickly adapts to new systems and processes; training will be provided.
- Detail Oriented: Maintains strong attention to detail, accuracy, and follow-through; performs well under pressure.
- Organized: Excels at time and project management; uses clear systems to manage multiple priorities while keeping sight of overall objectives.
- Relationship Oriented: Builds effective working relationships across all levels of the company; consistently demonstrates respect for others.
- Good Judgment: Professional and diplomatic when handling demanding clients; knows when to seek help, and approaches challenges with practicality.
- Adaptable: Thrives in a fast-paced environment; stays positive during change and adjusts to different working styles.
- Team Player: Proactively seeks opportunities to assist others and goes above and beyond to complete tasks; works independently while actively supporting team members.
- Self-Motivated: Brings a "can-do" attitude, self-starter mindset, and readiness to take on greater responsibility.
