Medical Svcs Coord Ii Part-Time Remote

We’re looking for colleagues who are ready to Think Big, Go Fast, Deliver Awe, and Win Together. These core values embody our diverse and inclusive culture and help us live out our mission of “getting people the care they need when they need it.” Over the last 30 years, our company has established itself as the market leader in managed care for the workers’ compensation industry. We are committed to making a positive impact in the lives of the injured workers we serve, and we have fun doing it.

Salary Range: 16.50 - 24.57 Hourly

Salary may vary based on location, years of experience, qualifications, and skill set.

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.

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

The MSC serves as primary contact for coordination of medical services and patient care and will address and resolve simple to complex inquiries with clients, patients, and providers. The MSC may serve as mentor/coach to less experienced colleagues to assist in elevating their skills. This position may be asked to perform other administrative duties such as running and interpreting reports, billing responsibilities, and any other administrative duties, as requested.

General Duties & Responsibilities

Customer Care:70%

• Play lead role in resolving low-moderate level escalations for best client outcome
• Works independently to address routine and complex client inquiries that deviate from normal issues for one or more service lines
• Uses root cause analysis methods to identify and resolve the client's underlying needs
• Consistently demonstrates all of the seven qualities of exceptional care in serving clients (friendliness, empathy, empowerment, accountability, knowledge, resilience fairness and providing 'plus 1' service)
• Adept at effectively resolving client escalations with latitude for independent judgement

Collaboration: 10%

• Identifies, communicates and implements best practices and solutions to improve the client experience based on market and industry trends
• Mentor client care colleagues on approached to effectively handle client interactions
• Provide prompt, accurate and clear information to clients

Administration: 20%

• Organize time and workload to ensure follow up on items is done timely and appropriately
• Perform extensive research, analyze, and provide resolutions to low-moderate inquiries within a reasonable amount of time
• Meet or exceed KPIs established for your role and area
• Demonstrates an understanding of HIPPA and other regulatory requirement and apply to daily work interactions
• Provide detail for any system/client notes that reduces the need for clarification or follow up
• Navigate multiple software systems as appropriate to document and/or obtain information for inquiries
• Ability to run reports, interpret data, and provide action items based on same

Medical Services Coordinator II

Includes All The Above And

• Serves as subject matter expert for less-experienced customer case colleagues to answer questions on process, problem solving, or any other daily matters that may comes up
• Play lead role in resolving low-difficult escalations to provide the best client outcome
• Identifies strategies to address workflows, call volumes, and case file requirements due to unforeseen circumstances orincreases in demand
• Serves as subject matter expert for initiatives and projects involving client care

Educational And Experience Requirements

2 years of post-high school education or 3+ years of experience 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

• Proficient level computer navigation and operation skills
• Knowledge of the company's products, services and business operations to enable resolution of inquiries
• Ability to work both independently and in a team environment
• Proficient customer service skills that build the highest levels of client satisfaction
• Proficient verbal and written communication skills
• Demonstrates highly proficient people skills and empathy when taking care of clients

Physical/Emotional Demands & Work Environment

• If working with federal government contract clients, colleague is required to receive federal government clearance for handling sensitive information. Colleague is also required to receive annual security awareness training.

• For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the colleague must regularly sit, use hands and fingers, speak, and hear.

• The colleague is occasionally required to stand, walk, and lift objects (up to 10lbs weight; up to 4 ft. height).

• 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.

• The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload.

• Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position.

• Please be advised this job description is subject to change at any time.

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Job Snapshot

Employee Type

Part-Time

Location

Jacksonville, FL (Remote)

Job Type

Health Care

Experience

Not Specified

Date Posted

05/28/2023