Coordinator I - Customer Navigation

Responsibilities

• Demonstrate ICARE values to schedule appointments in EMR in alignment with scheduling guidelines based on patient preference, location, and insurance plans.
• Will also facilitate insurance verification.
• Facilitate appropriate call transfers per department instructions.
• Verify requirements for referrals, insurance plans, appt types and providers are met.
• Ensure all patient interactions are compliant with privacy and confidentiality regulations and policies.
• Document telephone encounters for inbound inquiries and appointment questions regarding primary care and specialty medical services.
• In addition, will respond to inquiries for wayfinding, educational seminars, referral statuses and MyChart Tier I tech support.
• Document and provide feedback from callers to the appropriate parties for follow-up and/or resolution.
• Elevate voice of customer opportunities to Trainers and Supervisors for implementation in training and/or centralized knowledgebase.
• Assist customers in enrolling and increase customer utilization of My Chart App (EPIC EMR).
• Performs other duties as assigned.

Requirements

• High School Diploma or GED Required
• 6 months of customer service experience Required
• 1 year of call center experience Preferred
• Bilingual in Spanish (Conversation) Preferred

Education

• Typing a minimum of 45 words per minute (WPM) Required

Other

• Basic knowledge of insurance plans and requirements
• Knowledge of physician specialties and hospital services offered
• Knowledge of medical terminology
• Knowledge of HIPPA/Privacy Practices Preferred