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Customer Care Coordinator

Stance Health Solutions

Glendale, California, United StatesOn Site

Original Job Summary

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

How to Get Hired at Stance Health Solutions

🎯 Tips for Getting Hired

  • Customize your resume: Tailor experiences to customer care skills.
  • Highlight call center experience: Emphasize related healthcare support.
  • Research Stance Health Solutions: Understand company mission and values.
  • Prepare for situational questions: Practice responses to high volume calls.

📝 Interview Preparation Advice

Technical Preparation

Review Microsoft Office basics.
Practice data entry accuracy techniques.
Familiarize with HIPAA-compliant tools.
Understand insurance verification essentials.

Behavioral Questions

Describe handling high call volumes.
Explain multitasking under pressure.
Share customer conflict resolution experience.
Discuss teamwork in fast-paced environment.