Customer Service Coordinator
The Customer Service Coordinator is responsible for ensuring all service delivery commitments to ClinAssist clients are fulfilled. This includes acting as the primary point of contact for ClinAssist clients, creating and delivering client reports, and promoting the activities of ClinAssist.
Customer Service
- Build and maintain strong operational relationships with clients to ensure customer satisfaction
- Establish and maintain contact (verbal and written) with customers, third parties and Sales from the Prescreen presentation through case closure per client/claim handling instructions and service standards; present agreed upon regular status updates
- Per client/claim handling instructions, acknowledge receipt of referral – verbal and/or written - to clients and follow up to obtain additional information
- Work closely with operations personnel to determine additional information requirements essential to the Prescreen, Forensic Review or Appeal. Per client/claim handling instructions, contact client as appropriate to obtain data
- Ensure that deadlines are met for Prescreen and Forensic Review Report delivery to clients
- Present Prescreen and Forensic Review results to clients per client/claim handling instructions
- Drive client to convert Prescreen to Forensic Review, and address any concerns about facility and network contracts
- Prepare accurate client status reports per the established schedule; lead or participate in conference calls to present reports to client
- Facilitate conference calls for clients as needed for updates and discussions
- Cross-sell with CareAssist
- Identify and prepare case studies as required by clients and Sales
- Create and deliver accurate quarterly and annual client reports
- Develop innovative, practical solutions to solve client problems
- Coordinate closely with Sales to understand client requirements and clearly and quickly communicate issues
Other
- Assist team members with work assignments as requested
- Complete special projects as requested
Qualifications
Education and Certifications
- Two years of college level course-work completed or equivalent business experience; Bachelor's degree highly desirable
Experience
- 3+ years of progressive business experience in a health care or insurance environment
- Knowledge of insurance terminology
Skills
- Excellent verbal and written communication skills
- Strong organizational skills and attention to detail
- Ability to multi-task and work with little direction
- Ability to handle delicate matters with diplomacy
- Self-motivated
- Flexible and adaptable to a growing and changing environment
- Team player
- Advanced computer skills, including Word and Excel
