Customer Care Coordinator - Pensacola, FL

Dentsply Sirona, Inc•Pensacola, FL

About The Position

The Customer Care Coordinator plays a dual-function role, supporting both new patient onboarding and ongoing documentation coordination to ensure seamless patient care and reimbursement processes. This position is critical in delivering high-quality, personalized interactions that create a positive first impression with patients, physician offices, and healthcare facilities. The Customer Care Coordinator combines responsibilities of new patient intake, documentation review, and physician account support. This role works directly with healthcare providers to obtain and validate required clinical documentation that substantiates medical necessity for prescribed supplies, ensuring accurate and timely submission to insurance carriers.

Requirements

High School Diploma or Graduate Equivalency Diploma (GED required)
2-3 years prior Medical Industry experience with call center or customer service analyzing and solving customer problems
And/or 12 -18 months prior experience representative with a minimum performance level of “meets expectations.”
Proven experience in a coordination, administrative, or project management role within the healthcare or medical device industry.
Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and Data Management tools
Demonstrated strong time management, prioritization skills, and accountability to departmental performance standards.
Ability to exercise sound judgment to identify gaps, escalate when appropriate, and drive cases to resolution within defined timelines.
Ability to identify and professionally resolve customer service related issues.
Ability to work collaboratively with diverse teams and build strong relationships with both internal and external stakeholders; well organized.
Ability to maintain composure in difficult situations and relate well with others.
Strong written and oral communication skills.
Strong organizational, communication, and multitasking skills, with a demonstrated ability to manage regional operations effectively.
Ability to prioritize workload with an attention to detail and willingness to complete projects in a timely and efficient manner.

Nice To Haves

Certified Medical Assistant degree preferred or Associate’s degree in Healthcare Administration, Business, or a related field preferred.
Additional certifications in medical billing, insurance claims processing, or healthcare administration are considered a plus.
Clinical experience as a Medical Assistant preferred
DME (Durable Medical Equipment) customer service or billing experience preferred
Knowledge of Medical Terminology a plus
Familiarity with healthcare billing processes and/or product implementation is preferred.

Responsibilities

Receives and reviews all prescriptions and related documentation to ensure compliance requirements are met.
Coordinates with internal Wellspect channels and external referral sources to obtain any missing information and/or documentation needed to process an order and resolve discrepancies promptly.
Maintains detailed records of documentation requests, order statuses, and resolutions, providing regular reports to management.
Initiates and maintains professional communication with physician offices via fax, email, and phone to obtain required medical documentation.
Clarifies prescription discrepancies and ensures complete and compliant records to support timely insurance submissions and reimbursement.
Meets or exceeds established daily, weekly, and monthly goals in conjunction with productivity measurements as communicated by their direct supervisors
Ensures strict adherence to all applicable compliance standards, including Medicare and commercial guidelines, HIPAA and ACW.
Manages and resolves Special Projects, Progress Notes, Service Tickets, and account-related documentation needs.
Develops and maintains knowledge in Medical Supplies and/or Insurance Guidelines.
Works in conjunction with Sales Ops to identify and support customer service related initiatives as defined by company goals and objectives.
Complies with company and departmental policies and administrative requirements.
Performs other duties as assigned or as needed.