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Care Coordinator in West Linn at KEPRO

Date Posted: 8/9/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    West Linn
  • Job Type:
  • Experience:
    2 to 4 years
  • Date Posted:
    8/9/2018

Job Description

KEPRO

JOB DESCRIPTION

JOB TITLE:          Outreach Coordinator

REPORTS TO:      Supervisor, Customer Service

DEPARTMENT:   Operations

FLSA STATUS:     Nonexempt

Summary Description

Provides customer service and conducts intake in a call center environment.  Communicates with a wide variety of external contacts including members, providers, and facilities.  Communicates with internal clinical and operational staff.  Entering information into a data base and internal system.

Accountabilities

  • Data entry into internal systems.
  • Maintain a high level of customer satisfaction with timely problem resolution.
  • Provide a record of customer’s call through timely documentation in operating system.
  • Confirm member is eligible for services through verification of plan eligibility, plan coverage and KEPRO’s responsibility for requested service.
  • Meet internal and external timeliness criteria by answering call within contractual obligations and completing post-call work in a timely manner including generation of customer communication materials and general assessments.

The list of accountabilities is not intended to be all-inclusive and may be expanded to include other duties that management may deem necessary from time to time

Qualifications

  • High school diploma or GED required.

Knowledge, Skills, Abilities (KSA)

 

  • Working knowledge of call center and healthcare processes and procedures.
  • Internet and web-based systems experience.
  • Knowledge of Medical terminology preferred.
  • Good communication skills and ability to interact with people in a culturally diverse environment.
  • Ability to read and comprehend instruction related to customized products.
  • Ability to multi-task and work independently or as part of a team to meet customer expectations as well as internal and external standards.
  • Maintain customer and employer confidentiality.
  • Ability to combine multiple resources to resolve customer issue.
  • Recognize when customer is frustrated or may require education or instruction beyond the issue presented.
  • Ability to recognize conflict situations and escalate to Team Lead or Supervisor for assistance when a situation is beyond individual training/expertise and requires assistance. 
               

Experience        

  • Minimum 2-4 years of customer service experience in a position that required ownership for resolution of customer’s issue is required.

Mental and Physical Requirements        

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations will be made as required by law in an attempt to enable an individual with a disability to perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time; key and/or control objects; interact extensively with internal and external customers; occasionally lift and/or move objects weighing up to 10 pounds; and occasionally travel.

Equal Opportunity Employer

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