Customer Care Coordinator

Accucare is seeking a motivated and detail-oriented person to join our team as a Customer Care Coordinator. This position is the main point of contact for all incoming calls. They are responsible for ensuring product-specific request orders are facilitated correctly, efficiently and billed accordingly. The Customer Care Coordinator assists with and is responsible for day-to-day activities associated with all requests for service, intake, data entry, follow up and patient balance collections. The Customer Care Coordinator will be responsible for all retail requests, maintaining retail showroom, monitoring website requests, updating website information and working directly with Purchasing Manager for product requests and orders.

Responsibilities of the Customer Care Coordinator include the following:

• Field all incoming phone requests. Assist with customer requests accordingly.

• Review all new referrals to ensure proper documentation has been sent. Request additional documentation if needed and work directly with referral source and / or care giver.

• Data entry - new patient charts, maintain notes, and send task to proper Account Representative.

• Assist Customer Service Manager and Account Representatives including verifying patient insurance, updating patient demographics, and obtaining the proper clinical documentation, prescriptions, and reports to support medical necessity.

• Oversee retail showroom by properly merchandising products and maintain product inventory par levels.

• Monitor our website requests and determine which department will process these requests.

• Maintain knowledge of industry rules and regulations and maintain competence appropriate for job requirement.

• Communicate patient information necessary to schedule services with other departments as needed.

• Determine correct resolution to patient complaints, take corrective action, and monitor results.

• Perform other duties as assigned by supervisor and general manager.

• Report any misconduct, suspicious or unethical activities to the Compliance Officer.

• Represent the company in a professional and courteous manner in all interactions with patients.

• Participate in in-service education programs provided by the company.

Qualifications

Minimum Qualifications

• Organizational skills sufficient to maintain consistently accurate records.

• Experience in customer service and medical order processing.

• Familiarity with basic medical terminology.

• Ability to evaluate options and to make efficient decisions.

• Ability to accurately enter data and information into computer programs.

• Computer skills that include proficiency with spreadsheets and use of the internet, as well as word processing, and efficient use of e-mail.

Physical Requirements

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions in this job description:

• The employee is regularly required to stand, walk, and sit, as well as talk and hear.

• The employee is required to use their hands to operate vehicles and office equipment.

• The employee must occasionally lift and/or move up to 30 pounds.

• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus.

Education, Credentials, Certification, and/or Experience:

• High School Diploma or GED, 2-year degree preferred.
• 2 years related experience and/or training in medical services related fields.

Knowledge, Skills, and Abilities:

• Strong interpersonal / CSR skills.

• Strong verbal and written communication skills.

• Good computer skills.

• Good organizational skills.

• Competent in usage of office equipment.