Medical Service Coordinator I

About the Role

Join our team and make a difference! Whether you are part of our care coordination team or play a supporting role, the work our colleagues do every day enables us to collectively reach our mission of getting people the care they need when they need it. By staying committed to our core values of Think Big, Go Fast, Deliver Awe, Win Together, and Care Deeply, we can positively impact the lives of the injured workers we serve and get them back to the things that matter most in life.

Salary Range

This compensation range considers a wide range of factors, including, but not limited to, skill set, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate is not adjusted for geographic differential associated with the location where the position may be filled. At One Call, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case.

Responsibilities

• Customer Care (70%):
  • Works independently to address routine and complex client inquiries that deviate from normal issues for one or more service lines.
  • Adept at effectively resolving client escalations with latitude for independent judgment.
  • Plays lead role in resolving low-moderate level escalations for best client outcomes.
  • Uses root cause analysis methods to identify and resolve the client’s underlying needs.
  • Consistently demonstrates all of the seven qualities of exceptional care in serving clients: friendliness, empathy, empowerment, accountability, knowledge, resilience, fairness, and providing “plus 1” service.
• Collaboration (10%):
  • Provides prompt, accurate, and clear information to clients.
  • Identifies, communicates, and implements best practices and solutions to improve the client experience based on market and industry trends.
  • Mentors client care colleagues on approaches to effectively handle client interactions.
• Administration (20%):
  • Performs extensive research, analyzes, and provides resolutions to low-moderate inquiries within a reasonable amount of time.
  • Organizes time and workload to ensure follow-up on items is done timely and appropriately.
  • Provides detail for any system/client notes that reduces the need for clarification or follow-up.
  • Runs reports, interprets data, and provides action items based on findings.
  • Meets or exceeds KPIs established for the role and area.
  • Navigates multiple software systems as appropriate to document and/or obtain information for inquiries.
  • Demonstrates an understanding of HIPAA and other regulatory requirements and applies them to daily work interactions.

Requirements

• 2 years of post-high school education or 3+ years of experience is required for this role.
• Associate or Bachelor’s degree is preferable, or the equivalent combination of education, training, and work experience.

Skills

• Knowledge of the company’s products, services, and business operations to enable resolution of inquiries.
• Proficient customer service skills that build the highest levels of client satisfaction.
• Proficient verbal and written communication skills.
• Proficient level computer navigation and operation skills.
• Highly proficient people skills and empathy when taking care of clients.
• Ability to work both independently and in a team environment.
• Ability to work in an environment that aligns with the company's diversity, equity, inclusion, and belonging standards.
• Demonstrates core values of Think Big, Go Fast, Deliver Awe, and Win Together.

Work Environment

• This position is remote-first and will be performed in the colleague’s home.
• Work-from-home requirements include the colleague’s ability to set up computer equipment within their home office.
• Primarily sedentary and may involve repetitive motions; must be able to remain in a stationary position for extended periods of time.
• Must be able to operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others simultaneously.
• Must be able to discern text displayed on a monitor, input data into specific fields using a keyboard, and adjust focus to distances of up to three feet.
• Must have the ability to learn new tasks, follow established processes, maintain focus, complete tasks independently, handle multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that have speed or productivity requirements.
• Must be able to manage moderate to significant mental stress as a result of a dynamic and heavy workload.

Benefits

• Remote Work: Remote-first company; almost all positions receive the flexibility of working from home.
• Generous Time Off: 8 company holidays and 2 personal days every year, plus a minimum of 18 days of paid time off.
• Comprehensive Benefits Package:
  • Medical, dental, vision, and pet insurance.
  • 401(k) matching program.
  • Company-paid life insurance and short- and long-term disability coverage.
• Supportive Services:
  • Colleague Assistance Program that provides free counseling and financial services.
  • One Call Foundation, a non-profit arm of the company, provides financial assistance during times of unexpected hardships.