Care Coordinator - Located in Tampa, FL office
Job Summary:
- Provides customer support to clients, case managers, healthcare professionals and injured workers via calls, emails, and instant messaging to coordinate and schedule the ordering and delivery of orthopedic supplies, durable medical equipment and medical supplies.
- Develops and enhances customer relationships by responding to customer inquiries and resolving customer concerns effectively and promptly.
- Strives to exceed customer expectations with all interactions.
Primary Responsibilities:
- Interacts with clients, case managers, healthcare professionals and injured workers through inbound/outbound calls, emails and instant messaging to process referrals including intake, scheduling and prior authorizations as well as manage all client inquiries.
- Tracks and documents all inbound/outbound activities in detailed notes to ensure proper notation of referral activities including validating/updating demographic information to ensure accuracy of contact and delivery information.
- Troubleshoots client problems or issues, identifies root cause and uses tools and resources appropriately to ensure prompt resolution.
- Follows the escalation process for unresolved issues that include coaching, mentoring and assistance from the supervisory staff to ensure proper escalation follow up.
- Understands the multiple products available in order to provide consultation, guidance and recommendations to clients for the identification of the most appropriate equipment/supply at the most cost-effective rate.
- Meets the standards of the job, such as quality assurance standards and consistently adheres to attendance policy, schedule and punctuality.
- May serve as a training resource and mentor to others, particularly new hires.
Required Qualifications:
- High school diploma or GED is required. Associate or Bachelor’s degree is preferable or the equivalent combination of education, training and/or previous work experience.
- 1+ years of customer service experience, particularly in the healthcare industry such as a DME company, home health agency, physician’s office, etc.
- Experience with computer navigation and operation skills including all Windows applications such as Microsoft products and other contact management applications.
Preferred Experience, Knowledge, Skills and Abilities:
- Spanish speaking preferable
- Prior experience in medical supplies and equipment, workers compensation, and/or medical experience
- Prior contact center experience in a high call volume or fast paced environment
- Knowledge of medical terminology, ICD-10 and HCPC codes
- Ability to remain focused, organized and productive in a fast-paced, continuously changing environment as well as the ability to multi-task and shift priorities as needed
- Excellent customer service skills that build strong relationships with clients and result in high levels of client satisfaction
- Excellent written and verbal communication skills with the ability to listen and respond appropriately
- Excellent problem-solving skills including the ability to work independently but also as a team player
Job Type: Full-time
Pay: $18.00 - $22.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work setting:
Work Location: In person