Stance Health Solutions

Compensation

Full Description

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: • 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 • Inform patients of applicable copays, financial obligations, 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 two years experience in a customer service • At least one year of Call Center or medical / healthcare environment experience • Excellent listening skills and communicate in an empathetic manner • 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