CUSTOMER CARE COORDINATOR

@ Stance Health Solutions

Position Overview

The Customer Care Coordinator will be responsible for providing front-line support to all referral sources and customers. The role requires exceptional customer service, multi-tasking, and detailed follow-ups on a high volume of orders and calls.

Essential Job Functions

• Receive incoming orders/communications via fax, email, or other platforms.
• Answer high volume incoming telephone calls from referral sources and customers.
• Utilize HIPAA-compliant text, chat features and other communication platforms.
• Verify insurance eligibility and coverage.
• Complete member intake, create and schedule orders accurately.
• Ensure accurate and timely data entry with proper documentation.
• Inform patients of applicable copays, financial obligations, and purchase vs rental options.
• Document patient accounts with proper notes and updates.
• Follow up on all open tasks promptly.
• Maintain knowledge of current home care products, services, and insurance guidelines.
• Adhere to HIPAA, OSHA requirements, and account sensitivity rules.
• Coordinate with patients, insurance companies, payors, and physicians to ensure complete documentation.
• Uphold company policies, procedures, and Customer Care leadership protocols.
• Report to work daily, on time, and ready to work.
• Participate in mandatory on-call and callback programs for emergencies.

Requirements

• High school diploma or equivalent.
• Minimum two years customer service experience.
• At least one year call center or healthcare environment experience.
• Excellent listening and empathetic communication skills.
• Proficient with computers, Microsoft Office, word processing, spreadsheets, and databases.
• Ability to communicate professionally both verbally and in writing.
• Knowledge of major insurance carrier guidelines is a plus.
• Capable of working in a fast-paced, multitasking environment while prioritizing customer needs.
• Availability for evenings, weekends, and holidays as needed.

Key Skills/Competency

Customer Service, Multi-tasking, Call Handling, Communication, HIPAA, Data Entry, Insurance Verification, Microsoft Office, Documentation, Coordination