SR CUSTOMER CARE COORDINATOR bei Stance Health Solutions

Description

Position Overview:

The Customer Care Senior will be responsible for providing front-line support to all of our referral sources and customers. The position requires you to have an in depth understanding of payors, products and processes, while provide exceptional customer service. Additionally, the Customer Care Senior will have a proven ability to competently handle a high volume of complex orders and calls, providing effective solutions. The Customer Care Senior will need to have the ability to multi-task, be detail oriented, well-organized, and have strong communication skills, both internally and externally. 

Essential Job Functions:

• Receive incoming orders/communication via fax, email, or other platforms from referral sources and customers
• Answer high volume of incoming telephone calls from referral sources and customers
• 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
• Verify insurance eligibility and coverage
• Provide exceptional customer service while speaking on the phone
• Complete member intake, create and schedule orders accurately based on established quality assurance standards
• Ensure data is entered accurately and in a time-sensitive manner
• Perform duties in all functional areas of the Customer Care department with a high level of knowledge and expertise  
• Manage complex orders for all product lines and payors 
• Nurture relationships with partners and payors by providing exceptional support and ensuring satisfaction
• Assist teammates by providing guidance and support within the department by answering questions, taking complex calls when needed, and guiding the coordinators to appropriate resources 
• Inform patients and collect applicable copays, deductibles and balances
• Inform patients about financial obligations and purchase vs. rental options
• Completely document patients’ account with proper notes and account updates
• Follow up on all open tasks in a timely manner
• 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
• Adhere to all applicable guidelines, including HIPAA, OSHA requirements, and account sensitivity
• Work with patients, insurance companies, payors, and physicians to ensure all documentation is received
• Adhere to the policies and procedures of the company and processes set forth by the Customer Care leadership
• Reports to work daily, on time, and ready to work
• Must participate in mandatory on-call and call-back program to respond to emergencies

Requirements

Minimum Qualifications:

• High school diploma or equivalent required
• Minimum one years experience in a customer service
• At least one year of Call Center or medical / healthcare environment experience preferred
• Excellent listening skills and communicate in an empathetic manner
• Displays problem solving skills with experience in resolving complex situations
• Identifies opportunities for process improvement and raises to leadership 
• 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)
• Ability to communicate professionally and tactfully, both orally and in writing.
• Knowledge of major insurance carrier reimbursement guidelines and eligibility coverage is a plus
• Ability to work in a fast-paced environment, multitasking while keeping the focus on the customer
• Must be available to work evenings, weekends, and holidays if needed