Responsibilities of a Customer Care Coordinator:
Clinical Team & Patient Support:
First point of contact to new patient inquiries.
Ensure responses to patient inquiries within 24-48 hours via phone, email, or text.
Support the nurses with follow-ups, additional outreaches, and document submissions.
Care Steerage Support:
Evaluate and prepare Level 1 patient requests for care option(s) steerage.
Deliver care option(s) within 24-48 hours to patient and TPA via text, email, or fax.
Provide coverage of other Care Coordinators as needed.
Account Management:
Maintain patient accounts, updates, ensuring accurate records and interactions using. Patient system.
Assuring data integrity and naming conventions are followed.
Cross-Functional Collaboration:
Collaborate with client advisors, plan partners and others necessary to ensure a seamless customer experience and identify opportunities for improvements.
Collaborate with other Customer Care Coordinators on workflows, best practices, phone system
management.
Work closely with Director of Patient & Client Experience on all aspects of the role.
Documentation:
Maintain all reference materials, workflows, and other documentation to support the Collaborative Care operations.
Patient Education:
Educate patients, TPA’s, plan partners about our purpose, services, best practices and more to enhance their understanding and satisfaction.
Requirements of a Customer Care Coordinator:
Tech Skills: Coordinators use a patient specific platform along with Word, Excel and commonly used Microsoft Office products such as Teams, Outlook, etc.
Excellent Communication Skills: Strong verbal and written communication skills with the ability to effectively listen and respond with patients and internal team patients.
Problem-Solving Skills: Proven ability to identify gaps, analyze problems, and develop practical solutions in a fast-paced environment. Ability to look outside the box at the bigger picture.
Customer Focus: A strong, genuine passion for delivering an exceptional patient’s experience and a commitment to exceeding their expectations.
Organizational Skills: Must be highly organized and have strong multi-tasking abilities with the capacity to manage multiple priorities and deadlines effectively.
Team Player: Ability to work productively, positively, and cooperatively within cross-functional teams while being a leader in the position.
Attention to Detail:
Keen attention to detail and accuracy in documentation and in evaluation of patient needs.
Education/Certification:
A high school diploma or equivalent is required. MA Certification/Registration or Health Unit Coordinator experience required.
Experience:
A minimum of 3-5 years in an outpatient / clinical setting of healthcare handling referrals/triaging.
Conclusion:
As a Customer Care Coordinator, you will play a vital role in the Collaborative Care Clinical Team. This role is the support player of the overall clinical team, assuring all work is being done timely, patient outreaches are scheduled timely and effectively, and the nurses are supported as needed.
Job Types: Full-time, Part-time
Pay: From $45,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Day shift
Application Question(s):
- This position requires a Medical Assistant certification, do you have a current Medical Assistant certification?
Work Location: Remote
