Note: The job is a remote job and is open to candidates in USA. A-Line Staffing Solutions is seeking a Care Coordinator to provide healthcare customer service remotely. The role involves handling inbound and outbound calls, resolving patient inquiries, and ensuring a supportive patient experience while adhering to company policies and procedures.
Responsibilities
- Handling inbound and outbound calls to determine needs and provide one call resolution
- Reporting adverse events within the required timeframe
- Creating and completing accurate referrals and applications, and keeping updated on policy or procedural changes
- Investigating and resolving patient/physician inquiries and concerns in a timely manner
- Entering detailed information into company proprietary software while conversing via telephone
- Placing outbound phone calls for patient follow-ups or confirmations
- Demonstrating superior customer support talents
- Interacting with the patient referral sources to process new applicants
- Stewarding patient accounts from initial contact through final approval/denial
- Prioritizing multiple, concurrent assignments, and working with a sense of urgency
- Maintaining quality and providing an empathetic and supportive experience to the patient by controlling the patient conversation, educating the caller as they provide effective and efficient strategies and processes
- Effectively apply knowledge of job and company policies and procedures to complete a variety of assignments
- Demonstrate in-depth knowledge in technical or specialty area
- Apply advanced skills to resolve complex problems independently
- Modify process to resolve situations, as needed
- Work independently within established procedures; may receive general guidance on new assignments
- Provide general guidance or technical assistance to less experienced team members, as needed
Skills
- 1-3 years of relevant professional experience, preferably in customer service, with strong knowledge of practices and procedures commonly used in a call center or customer service environment
- A minimum of a High School Diploma or GED
- Excellent written and oral communication, mediation, and problem-solving skills, including the ability to connect with patients, caregivers, and providers
- Strong people skills that demonstrate flexibility, persistence, creativity, empathy, and trust
- Robust computer literacy skills including data entry and MS Office-based software programs
- This position requires a dedicated, quiet, private, distraction-free environment with access to high-speed internet to work remotely
- Contractors will be responsible for providing high-speed internet
- A secure, hardwired, high-speed, broadband internet connection to your router (DSL, Cable, or Fiber); dial-up, satellite, WI-FI, and cellular connections are NOT acceptable
- A minimum Download Speed of 15MBPS (megabyte per second)
- A minimum Upload Speed of 5MBPS (megabyte per second)
- A maximum Ping Rate of 30ms (milliseconds)
- A surge protector with Network Line Protection for company issued equipment
- Clear knowledge of Medicare, Medicaid, and Commercial Payer Policies and guidelines for coverage
- Knowledge of Diagnostic Medical Expense and Medicare Administrative Contractor practices
- Clear understanding of Medical, Supplemental, and pharmacy insurance benefit practices
- Fluency in both English and Spanish
Benefits
- This is a W2 contract position
- Contractors will be provided you with the computer, technology, and equipment needed to successfully perform their job
Company Overview