CUSTOMER CARE COORDINATOR (8:30am-5pm)

About the role

The Customer Care Coordinator provides front-line support to referral sources and customers, delivering exceptional service while managing a high volume of orders and calls. This position requires strong multitasking, attention to detail, and organization to ensure timely follow-ups and order completion.

Responsibilities

• Receive incoming orders and communications via fax, email, or other platforms from referral sources and customers.
• Answer a high volume of incoming telephone calls from referral sources and customers.
• Utilize technology platforms such as HIPAA-compliant text, chat features, and other communication tools established by the company.
• Verify insurance eligibility and coverage.
• Provide exceptional customer service during phone interactions.
• 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 of applicable copays, financial obligations, purchase vs. rental options.
• Document patients’ accounts with proper notes and updates.
• Follow up on all open tasks in a timely manner.
• Maintain working knowledge of home care products, services, and insurance guidelines for coverage and reimbursement.
• Adhere to HIPAA, OSHA requirements, and account sensitivity guidelines.
• Work with patients, insurance companies, payors, and physicians to ensure all documentation is received.
• Adhere to company policies and procedures set forth by Customer Care leadership.
• Report to work daily, on time, and ready to work.
• Participate in a mandatory on-call and call-back program to respond to emergencies.

Requirements

• High school diploma or equivalent required.
• Minimum two years of experience in customer service.
• At least one year of experience in a call center or medical/healthcare environment.
• Excellent listening skills and ability to communicate empathetically.
• Proficiency in operating office equipment, including computers and software such as Microsoft Office (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 maintaining customer focus.
• Availability to work evenings, weekends, and holidays if needed.