Remote Healthcare Customer Service Representative

Title: Care Coordinator

Pay Rate: $20.00/hr

Location: Work from Home

Schedule: Mon – Fri, 8-hour shifts between 7:00AM – 8:00PM CST

Training Schedule: Mon – Fri, 8:00AM – 5:00PM CST

Note: this is a W2 contract position; this position is NOT open to C2C or 3rd party candidates

Position 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

In this role, the Care Coordinator will be expected to:

• 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

Position Qualifications:

• 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
• Clear knowledge of Medicare, Medicaid, and Commercial Payer Policies and guidelines for coverage preferred
• Knowledge of Diagnostic Medical Expense and Medicare Administrative Contractor practices preferred
• Clear understanding of Medical, Supplemental, and pharmacy insurance benefit practices preferred
• 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
• Fluency in both English and Spanish preferred
• A minimum of a High School Diploma or GED

This position requires a dedicated, quiet, private, distraction-free environment with access to high-speed internet to work remotely. Contractors will be provided you with the computer, technology, and equipment needed to successfully perform their job; they will be responsible for providing high-speed internet. Internet requirements include the following:

• 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