JOB SUMMARY:
The Medical Service Coordinator serves as primary contact for coordination of medical services and patient care and will address and resolve simple to complex inquiries with clients, patients, and providers. The Medical Service Coordinator may serve as mentor/coach to less experienced colleagues to assist in elevating their skills. This position may be asked to perform other administrative duties such as running and interpreting reports, billing responsibilities, and any other administrative duties, as requested.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Customer Care: 70%
Works independently to address routine and complex client inquiries that deviate from normal issues for one or more service lines.
Adept at effectively resolving client escalations with latitude for independent judgment.
Play lead role in resolving low-moderate level escalations for best client outcomes.
Uses root cause analysis methods to identify and resolve the client’s underlying needs.
Consistently demonstrates all of the seven qualities of exceptional care in serving clients (friendliness, empathy, empowerment, accountability, knowledge, resilience fairness and providing “plus 1” service).
Collaboration: 10%
Provide prompt, accurate and clear information to clients.
Identifies, communicates and implements best practice and solutions to improve the client experience based on market and industry trends.
Mentor client care colleagues on approaches to effectively handle client interactions.
Administration: 20%
Perform extensive research, analyze, and provide resolutions to low-moderate inquiries within a reasonable amount of time.
Organize time and workload to ensure follow up on items is done timely and appropriately.
Provide detail for any system/client notes that reduces the need for clarification or follow up.
Ability to run reports, interpret data, and provide action items based on same.
Meet or exceed KPIs established for your role and area.
Navigate multiple software systems as appropriate to document and/or obtain information for inquiries.
Demonstrates an understanding of HIPAA and other regulatory requirements and applies it to daily work interactions.
EDUCATIONAL AND EXPERIENCE REQUIREMENTS:
2 years of post-high school education or 3+ years of experience is required for this role. Associate or Bachelor’s degree is preferable, or the equivalent combination of education, training, and work experience.
ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES:
Knowledge of the company’s products, services and business operations to enable resolution of inquiries.
Proficient customer service skills that build the highest levels of client satisfaction
Proficient verbal and written communication skills
Proficient level computer navigation and operation skills
Demonstrates highly proficient people skills and empathy when taking care of clients.
Ability to work both independently and in a team environment.
Ability to work in an environment that aligns with the company's diversity, equity, inclusion and belonging standards.
Ability to work both independently and in a team environment.
Demonstrate our core values of Think Big, Go Fast, Deliver Awe, and Win Together.
PHYSICAL/MENTAL DEMANDS & WORK ENVIRONMENT:
This position will be performed in the colleague’s home. Work-from-home requirements include the colleague’s ability to set up computer equipment within their home office.
This job is primarily sedentary and may involve repetitive motions; the colleague must be able to remain in a stationary position for extended periods of time, operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others, simultaneously.
The colleague must be able to discern text displayed on a monitor, input data into specific fields using a keyboard, and adjust focus to distances of up to three feet.
The colleague must have the ability to learn new tasks, follow established processes, maintain focus, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that have a speed or productivity requirement.
The colleague must be able to manage moderate to significant mental stress as a result of, but not limited to, a dynamic and heavy workload.
Please be advised that job descriptions typically change over time as business needs, job requirements, and employee skill levels change. As such, One Call retains the right to change or assign other duties to this position at any time.