Workers Compensation Coordinator

Rothman Orthopaedics•Philadelphia, PA

2d•$19 - $23•Remote

About The Position

The Workers' Compensation Coordinator is a call center position that fields a high volume of calls related to Worker's Compensation. This individual will be responding to requests from patients, insurance companies, nurse case managers, adjusters, and other referral sources. The Worker's Compensation Coordinator is also responsible for scheduling appointments and sending reports. The Workers' Compensation Coordinator serves as a liaison between the patient, practice, and insurance companies. Responsibilities include scheduling appointments, obtaining case details for registration, provider triaging, and providing status updates. The coordinator facilitates the release of records and communicates with nurse case managers, adjusters, and other referral sources to coordinate claimant care in accordance with state regulations. Key Accountabilities: Average Handle Time, Schedule Adherence, Quality, Abandon Rate.

Requirements

High School diploma or GED minimum education requirement
One (1) year telephone experience in a call center setting preferred
Workers' Compensation knowledge highly preferred, but not required
Medical terminology knowledge preferred
Computer skills including, but not limited to, MS Office
Reliable high-speed internet access and Wi-Fi connection required
Candidates must reside in DE, FL, GA, MD, NC, NJ, PA, SC, or TX

Responsibilities

Handle inbound calls and respond to written inquiries in a fast-paced environment, adhering to established turnaround times.
Serve as the primary point of contact for patients, nurse case managers, adjusters, and other referral sources regarding workers' compensation claimants, VA patients, and related inquiries.
Create patient records, including entering all relevant case information, case management contacts, authorization requirements, and supporting medical records or clinical documentation into the EMR.
Triage correspondence to schedule appointments using provider protocols and schedule restrictions, relay messages to providers for clinical clarification, release information, or provide status updates based on the needs of the caller or requestor.
Collaborate with providers and the care team to meet referral source expectations, ensuring timely administrative completion and submission to documented contacts.
Follow provider protocols for schedule accommodations, second opinions, insurance requirements, and adherence to turnaround times
Manage Workers' Compensation direct fax and mail to ensure timely entry into the EMR and prompt responses.
Escalates calls to Supervisor or other departments as needed.
Demonstrate professionalism and patience in all aspects of the role.
Maintains department productivity levels for customer satisfaction.
Performs other duties and assists on additional lines as assigned by manager.
Adhere established policies, procedures and scripting to consistently achieve call-time and quality standards.
Exemplifies the desired culture and philosophies of the organization.