Customer Care Specialist (Cost Management)

Christian Care Ministry•Melbourne, FL

6d•Hybrid

About The Position

The Cost Management team aims to improve program sustainability by coordinating provisions, collecting medical records, and conducting cost steerage and bill audits, resulting in over $90 million saved annually. We strive to reduce stress for our members during critical healthcare situations so they can focus on their families. In this position, the Customer Care Specialist (Cost Management Associate) manages a large caseload according to set processes across various work queues, such as medical records, administrative tasks, forms, files, refunds, and communication queues. The role involves communicating effectively with members and healthcare providers through phone calls, emails, and faxes.

Requirements

Ability to quickly learn, pivot, and apply process changes as needed.
Ability to diagnose complex problems and issues providing multiple, viable solutions.
Ability to effectively communicate in verbal and written form. Must align all communication with the mission, vision, and values at CCM. Must be able to foster good relationships with co-workers and leadership.
Ability to read and interpret documents such as medical records, operating and maintenance instructions, and procedure manuals.
Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals.
Ability to use the internet, including e-mail, and search engines, word processing and keyboard skills of at least 35 words per minute, ability to use a database system including how to update fields and basic knowledge of Microsoft Office (Excel, Word, and Outlook).
Possesses a strong sense of prioritization and can organize the day accordingly. Ability to work effectively without supervision.
Self-motivated to complete tasks / meet objectives, often independently, and without getting distracted.
Builds partnerships and works collaboratively with others to meet objectives. This role requires a high level of internal and external customer interaction to meet objectives.
Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
Consistently achieves results, even under tough circumstances and tight deadlines.
Ability to apply common sense understanding to carry out instruction furnished in written, oral or diagram form. Ability to deal with problems involving several variables in standardized situations.
Ensures information is complete, accurate, and follows the guidelines put in place for each task.
Exhibits full commitment to serving members and/or clients by prioritizing their needs first in alignment with our program’s purpose. This commitment is demonstrated through understanding of the program(s), provided through quality and timely service while exercising empathy in every interaction. Every CCM employee shares responsibility to steward resources faithfully, removing barriers to understanding, and creating accessible, connected, and Christ-centered experiences.
Demonstrates Christ-Centered humility by honoring others, accepting feedback, and prioritizing collective success over individual recognition
Exhibits initiative, perseverance, and commitment to serving God through excellence. Demonstrates passion for personal and organizational growth while diligently advancing the mission of Christian Care Ministry
Shows relational and emotional intelligence, communicates effectively, collaborates harmoniously, and reads social cues with grace and discernment
High school diploma/GED (required)
1-2 years administrative and/or phone-based customer service experience (required)

Nice To Haves

medical office experience reading medical records and/or medical billing (preferred)
Experience in a healthcare payer or healthcare organization (preferred)

Responsibilities

Support members as primary point of contact with providers in obtaining required medical records – including providing and receiving written and telephone communication
Serve as primary point of contact with members in obtaining authorizations
Work directly with providers to obtain refunds on inaccurately shared bills
Effectively communicate guidelines to providers to retrieve necessary information and guide parties through established processes/procedures
Forward, send, and/or label incoming documentation (i.e. forms, medical records, authorizations, legal, etc.) when applicable – providing accurate and detailed case notes in accordance with established processes
Handle multiple cases and document appropriate notes & status in required billing system (i.e. SalesForce, CSI)
Review reports to determine if cases need to be opened and worked by other internal team members
Assess cases within queues, sending them to appropriate areas to work/review
Keep leadership informed of high risk/high dollar cases
Offer to pray with providers and members on every call
Contribute to the exercise and expression of Christian Care Ministry’s Christian beliefs
All other duties as assigned

Benefits

100% paid Medical for employees/99% for family
Generous employer Health Savings Account (HSA) contributions
Employer-paid Life Insurance (3x salary) and Long-term Disability Insurance
6 weeks of paid parental leave (for both mom and dad)
Dental - two plans to choose from
Vision
Short-term Disability
Accident, Critical Illness, Hospital Indemnity
401(k) – up to 4% match on ROTH or Traditional contributions
Generous paid-time off and 11 paid holidays
Wellness plan including Financial, Occupational, Mental/Spiritual, and Physical health incentives up to $50/mo
Employee Assistance Program including no cost, in-person mental health visits and employee discounts
Monetary Anniversary Awards Program
Monetary Birthday Awards