Job Description
POSITION SUMMARY:
The OHS Customer Care Coordinator serves as a central point of contact for customer, clinic, billing, and sales support. This role is responsible for managing customer requests, maintaining accurate client information, supporting invoicing processes, and ensuring timely resolution of issues while delivering high-quality customer service.
DUTIES AND RESPONSIBILITIES:
- Customer Requests: Monitor, respond, communicate with operations and assist in resolving customer service requests. Log issues in CRM tool and follow through until resolution and client satisfaction is achieved. Identify trends in client service issues and work with Manager of OHS Customer Care Team and Director of OHS to implement corrective measures and quality improvement plans.
- Employer Set-Ups & Account Management: Verify the accuracy of employer set ups after they've been entered into Epic and CRM systems. Update client protocols as necessary.
- Invoices: Monitor billing system (Cowork) to respond to client messages and requests. Identify and correct invoice errors and address client concerns.
- Clinic requests: Act as contact point for clinical questions regarding client protocols and information, update protocols in real time to support clinic staff.
- Billing requests: Respond in real time to billing questions regarding client pricing and communicate with client to resolve issues when posting payments.
- Support sales team: Qualify leads from clinic visits, distribute in bound leads from CRM tool, set appointments for sales team from inbound phone and email leads, support sales team as necessary.
- Document requests: Respond to document requests from clients, clinics, OHS patients, payors, sales and operations team members as required.
- Strive to embody FastMed’s core values of STAT (Service, Teamwork, Accountability, Transparency) and embrace FastMed’s philosophy of Compassionate Hospitality.
- All other duties as assigned.
EDUCATION, EXPERIENCE AND SKILLS
- Education
- Bachelor’s or associate degree in healthcare or management field of study or equivalent work experience within a healthcare setting.
- Experience
- 2+ years of customer service experience; preferably in a healthcare setting
- Proven track record of professional success in client and patient facing support role
- Skills
- Excellent communication (both verbal and written) and
- Ability to be a team player with strong interpersonal skills.
- Adaptable, collaborative, and self-directed.
- Proficient in MS Office (Excel, Word, etc.)
- Effective time management and performance tracking with ability to meet deadlines
- Results-driven, and detail-oriented with strong organizational skills
PHYSICAL DEMANDS:
The physical demands and work environment characteristics described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While working the essential functions of this job, the employee is occasionally required to stand, walk, sit, life, carry, use hands to handle or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl, talk, hear and lift and/or move up to 40 pounds.
WORK ENVIRONMENT:
While performing the essential functions of the job the employee comes in contact with patient in a wide variety of circumstances. The team member may be exposed to unpleasant situations including accidents, injuries, illnesses, patient elements and varying or unpredictable situations.
This position may be worked remotely. Minimum travel may be requested to attend training.