CUSTOMER CARE COORDINATOR (8:30am-5pm)

Stance Health Solutions, Inc•Laguna Hills, CA

2d•$20 - $21

About The Position

The Customer Care Coordinator provides front-line support to referral sources and customers, handling a high volume of orders and calls while delivering exceptional customer service. The role requires multitasking, attention to detail, organization, and timely follow-up to complete orders and resolve open tasks. The schedule is Monday through Friday, 8:30 a.m. to 5 p.m.; availability for evenings, weekends, and holidays may be needed. Participation in a mandatory on-call and call-back program is required to respond to emergencies.

Requirements

High school diploma or equivalent.
At least two years of customer service experience.
At least one year of call center or medical/healthcare environment experience.
Excellent listening skills and the ability to communicate empathetically.
Ability to operate office equipment, including computers, and use word-processing, spreadsheet, and database applications.
Working knowledge of Microsoft Office, including Word, Excel, and Outlook.
Ability to communicate professionally and tactfully, orally and in writing.
Ability to work in a fast-paced environment and multitask while maintaining focus on the customer.
Availability to work evenings, weekends, and holidays if needed.
Ability to participate in a mandatory on-call and call-back program.

Nice To Haves

Knowledge of major insurance carrier reimbursement guidelines and eligibility coverage.

Responsibilities

Receive incoming orders and communications from referral sources and customers via fax, email, and other platforms.
Answer a high volume of incoming telephone calls from referral sources and customers.
Use company-established technology and communication platforms, including HIPAA-compliant text and chat features.
Verify insurance eligibility and coverage.
Provide exceptional customer service by phone.
Complete member intake and accurately create and schedule orders according to established quality assurance standards.
Enter data accurately and in a time-sensitive manner.
Inform patients of applicable copays, financial obligations, and purchase versus rental options.
Document patient accounts completely with appropriate notes and updates.
Follow up on all open tasks in a timely manner.
Maintain working knowledge of SG Homecare products and services and applicable insurance eligibility and reimbursement guidelines.
Follow applicable guidelines, including HIPAA and OSHA requirements, and protect account sensitivity.
Work with patients, insurance companies, payors, and physicians to ensure all documentation is received.
Follow company policies, procedures, and processes established by Customer Care leadership.
Report to work daily, on time, and ready to work.
Participate in the mandatory on-call and call-back program to respond to emergencies.