Coordinator, Client Service

Brown & Brown Insurance•Remote - Arizona, AZ

About The Position

A Coordinator serves as a Medicare Secondary Payer Compliance liaison between insurers, third-party administrators, attorneys, and various departments within the company. The role involves managing and maintaining an active caseload containing confidential information. The Coordinator communicates with teammates and customers in writing and verbally to ensure requested services are completed, collaborates with teams to meet internal and client-specific service expectations, and cross-trains with teammates in similar roles to provide backup support when needed. The role requires a minimum high school diploma or equivalent and basic working knowledge of Outlook, Word, Excel, and PDF software, as well as exceptional telephone etiquette. A bachelor's degree and experience in Workers' Compensation or caseload management are preferred.

Requirements

Minimum high school diploma or equivalent.
Basic working knowledge of Outlook, Word, Excel, and PDF software.
Exceptional telephone etiquette.
Ability to perform each essential duty satisfactorily, with reasonable accommodations available for qualified individuals with disabilities.

Nice To Haves

Bachelor's degree from an accredited university or college.
1–3 years of experience in Workers' Compensation.
Experience managing a caseload.

Responsibilities

Manage an active caseload and process services through product delivery.
Correspond with customers in writing using correct templates and customer instructions.
Obtain information and documentation needed to complete requested services.
Educate customers on available services and Medicare Secondary Payer Compliance.
Review and enter data accurately into the case management system according to requested services.
Prepare documents, templates, and other correspondence using multiple software programs.
Review medical records to obtain rated ages.
Organize electronic files.
Receive and respond to telephone calls and emails, addressing customer questions and concerns.
Collaborate with teams to meet customer needs and internal service standards.
Earn and maintain customer trust.
Escalate customer concerns to the Team Leader for review and resolution.
Review assigned exception reports.
Prepare a daily Work Condition Report.
Foster team cohesion through diplomatic, professional, and effective written and verbal communication.
Follow company confidentiality policies and procedures to safeguard sensitive information.
Perform other duties as assigned.
Cross-train with teammates in similar roles to provide backup support when needed.