Position Overview:

The Customer Care Coordinator will be responsible for providing front-line support to all of our referral sources and customers. The position requires you to provide exceptional customer service while handling a high volume of customer orders/calls. The Customer Care Representative will need to have the ability to multi-task, be detail oriented, and well-organized, as the position requires a lot of follow-ups to be able to complete the orders/calls.

Essential Job Functions:

 · Receive incoming orders/communication via fax, email, or other platforms from referral sources and customers

· Answer high volume of incoming telephone calls from referral sources and customers

· Utilize technology initiatives and platforms, such as (but not limited to) HIPAA-compliant text, chat features, and other communication avenues as established by the company

· Verify insurance eligibility and coverage

· Provide exceptional customer service while speaking on the phone

· Complete member intake, create and schedule orders accurately based on established quality assurance standards

· Ensure data is entered accurately and in a time-sensitive manner

· Inform patients and collect applicable copays, deductibles and balances

· Inform patients about financial obligations and purchase vs. rental options

· Completely document patients’ account with proper notes and account updates

· Follow up on all open tasks in a timely manner

· Maintains working knowledge of current home care products and services offered by SG Homecare and all applicable insurance guidelines regarding eligibility for coverage and reimbursement

· Adhere to all applicable guidelines, including HIPAA, OSHA requirements, and account sensitivity

· Work with patients, insurance companies, payors, and physicians to ensure all documentation is received

· Adhere to the policies and procedures of the company and processes set forth by the Customer Care leadership

· Reports to work daily, on time, and ready to work

· Must participate in mandatory on-call and call-back program to respond to emergencies

Minimum Qualifications:

 · High school diploma or equivalent required

· Minimum two years experience in a customer service

· At least one year of Call Center or medical / healthcare environment experience preferred

· Excellent listening skills and communicate in an empathetic manner

 · Able to operate office equipment including computers and supporting word processing, spreadsheet, and database applications. Working knowledge of Microsoft Office (i.e. Word, Excel, Outlook)

· Ability to communicate professionally and tactfully, both orally and in writing.

· Knowledge of major insurance carrier reimbursement guidelines and eligibility coverage is a plus

· Ability to work in a fast-paced environment, multitasking while keeping the focus on the customer

· Must be available to work evenings, weekends, and holidays if needed