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Customer Care Coordinator

Waterloo, IA

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This position is fast-paced and ever changing; individuals with high energy and passion for exceeding expectations are encouraged to apply. 12 weeks on-site training provided, possible work from home after training but not guaranteed.  Casual dress code.

Full-time Monday–Friday, 10am -7pm

Job duties include:

  •  Perform duties successfully in a call center environment; answer calls and making calls in a timely and professionally manner, and secure referral orders by telephone, fax, and electronic means. At minimum 75% of this role will included communication via phone.
  • Contacts payer sources to verify or obtain eligibility, benefits, and/or authorization for items or services requested
  • Coordinates the delivery of medical equipment and other healthcare services, including contacting the patient, provider, or on-line tracking system to confirm items were delivered and/or services rendered
  • Obtains and sends appropriate clinical documentation to payer sources by fax or electronic means to assist them in determining the medical necessity of medical equipment and other healthcare services
  • Communicates with supervisor, other PCC’s, and external parties to keep them informed of order status, including outlying situations that could affect the referral
  • Collects and enters accurate and detailed patient, provider, and payer information into the Company’s claims platform on a real-time basis to prevent delays in billing or services
  • Answers questions from patients, providers, Company staff, and payer sources
  • Ensures patients receive a high standard of service delivery and care through a series of follow-up quality questions to ensure Company quality standards are being me
  • Identifies and resolves service issues and complaints
  • Intake of new orders as needed during busy times, even if not the primary job responsibility of the PC
  • Knowledge of Company policy and procedures and regulatory, contractual, and accreditation requirements
  • Reviews orders to ensure they are setup with accurate coding, quantity, and pricing
  • Availability for after hours on-call coverage
  • Follows strict confidentiality and HIPAA privacy and security guidelines


Job Requirements

HS, or GED Required.

Skills and competencies:

  • High comfort level in phone communication as this role primarily operates in a call center environment
  • Customer service focused
  • High degree of integrity and trust
  • Ability to multitask and prioritize
  • Possesses strong time management and organization skills
  • Detailed oriented
  • Works well under pressure and is punctual
  • Flexible with the ability to routinely adapt to change
  • Team player with excellent communication skills
  • Preferred: Knowledge of various healthcare industry billing and/or coding terminologies such as ICD-10, HCPCS, CPT, modifiers, and various Medicare NCD’s and
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