Care Coordinator I - Workers' Compensation

Are you looking for an impactful role where you finish the workday knowing you helped someone? Whether you’re joining our care coordination team or playing a supporting role, the work you do every day helps us collectively reach our mission of “getting people the care they need when they need it.” We believe that by staying committed to our core values of Think Big, Go Fast, Deliver Awe, and Win Together, we can positively impact the lives of the injured workers we serve and get them back to the things that matter most in life.

Salary Range: 16.50 - 18.75 Hourly

This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At One Call, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is 16.50 - 18.75 Hourly

Benefits Summary

In return for your commitment to our company’s mission, we offer a vast array of benefits to help support the whole you.

• Competitive wages with opportunities to earn annual merit increases
• Medical, dental, and vision insurance
• Pre-Tax FSA and HSA health savings accounts
• Company paid short term and long-term disability
• 18 days of Paid Time plus 8 company holidays, and 2 floating holidays per year
• Referral program
• The One Call Foundation which aims to help colleagues during unexpected emergencies, from car accidents to natural disasters.
• Paid development hours to use for professional and community development!
• Company paid life insurance
• $1,000 Colleague Referral Program
• Tuition Reimbursement Program including certifications
• Healthcare concierge
• Enterprise Recognition Program rewarding colleagues for their extraordinary work
• Quantum Health: A healthcare navigation platform to help our colleagues make the best, most cost-effective healthcare decisions
• 401(k) matching
• Opportunities to work from home
• Colleague Assistance Program that provides free counseling and financial services
• Exclusive discounts on travel, activities, and merchandise via work discount program

Job Summary

This position is responsible for supporting the business by coordinating care to workers’ compensation clients via the telephone and/or internet (e.g., instant message, email). Will manage inquiries and resolve simple and basic issues, such as, ordering medical supplies, scheduling appointments, managing visits, and/or referral intake process.

General Duties & Responsibilities

Care Coordinator I—Foundational Level of Proficiency

Customer Care: 80%

• Serves as initial contact for basic inbound/outbound client inquiries while following standard scripts and procedures and working under close supervision
• Regularly demonstrate most of the seven qualities of exceptional care in serving clients (friendliness, empathy, empowerment, accountability, knowledge, resilience, fairness and providing “plus 1” service)
• Addresses routine questions and inquiries, escalating more technical issues to the appropriate support team

Collaboration: 10%

• Consult with senior peers and/or leadership on items that require clarification and/or escalation and learn through these interactions
• Provide prompt, accurate and clear information to our clients

Administration: 10%

• Adheres to established operating procedures and service standards
• Demonstrates an understanding of HIPPA and other regulatory requirements and apply to daily work interactions
• Document relevant information into system(s) to ensure records are clear, concise, and accurate
• Navigate multiple software systems as appropriate to document and/or obtain information for inquiries
• Meet or exceed KPI’s established for your role and area.

Educational Requirements

• High school diploma or GED is required for this role. Associate or Bachelor’s degree is preferable; or the equivalent combination of education, training, and work experience.

General Knowledge, Skills & Abilities

• Computer navigation and operation skills.
• Excellent customer service skills that build high levels of customer satisfaction.
• Excellent verbal and written communication skills.
• Ability to work both independently and in a team environment.
• Demonstrates effective people skills and sensitivities when dealing with others.
• Knowledge of the company’s products, services and business operations to enable resolution of customer inquiries.

Physical/Emotional Demands & Work Environments

• For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear.
• Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus.
• The work environment utilizes florescent lighting; noise level is moderate.
• For roles located in the field; this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving), sit, use hands and fingers, speak, and hear.
• The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload.
• The employee is occasionally required to stand, walk, and lift objects (up to 10 lbs. weight; up to 4 ft. height).
• Please be advised the job description is subject to change at any time.
• Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position.

EEO Employer

Work from Home, United States

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Job Snapshot

Employee Type

Full-Time

Location

Work From Home, FL (Remote)

Job Type

Customer Service

Experience

Not Specified

Date Posted

07/01/2023