Hospital Support Coordinator

Banfield Pet Hospital

10d•$18 - $24•Remote

About The Position

The primary purpose and function of the Hospital Support Coordinator is to professionally handle a variety of requests from associates, hospitals, and clients in a positive manner.

Requirements

Must be hardwired with a minimum 85mbs internet speed.
Must have a quiet space to work.
Ability to work at a computer for long periods of time.
Project timelines and work volume/deadlines may often require more than 40 hours per week to complete essential duties of this job.
Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.
Associate’s degree in Business is preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.
Two years of Call Center and/or Customer Service experience are required.

Nice To Haves

Experience in a healthcare environment is preferred.

Responsibilities

Live and exemplify the Five Principles of Mars, Inc. within self and team.
Document all calls and resolutions using the necessary software systems, ensuring consistency in service.
Assist hospital teams with invoice adjustments (within practice guidelines) and/or Optimum Wellness Plan (OWP) information, finding resolution while providing courteous and professional customer service.
Provide callers with accurate policy/procedure information and all options for possible resolution, striving for one-call resolution whenever possible.
Maintain up-to-date knowledge of PetWare system to provide step by step usage instructions to hospital associates.
Accurately update databases that support field reporting on adjustments, OWP’s, collections, etc.
Preserve client privacy, security, and company confidentiality.
Educate hospital associates on business standards for OWP’s.
Partner with fellow associates on complicated calls to achieve positive results.
Contribute to the success of the entire call center by assisting other teams during time of high call volume and performing associate training as needed.
Other job duties as assigned.