CUSTOMER CARE COORDINATOR
- 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
- 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
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