Client Services Coordinator 1

Position Summary:
The Client Services Coordinator 1 provides customer service in a call center environment. This key individual communicates with a wide variety of internal and external contacts including staff, members, providers, facilities, as well as clinical and operational staff. The Client Services Coordinator assesses the needs of internal and external clients in a timely and efficient manner, thus resulting in optimum operational performance.
Essential Functions
:
Provides quality care for members by assessing customer experience and care through services provided. (10%)
Recognizes customer needs to assist in issue resolution and effective outcomes. (10%)
Maintains a record of customer's calls utilizing various documentation operating systems. (10%)
Answers calls and completes post-call work in a timely manner. (10%)
Conducts investigations to resolve customer inquiries while adjusting complaints of services rendered. (10%)
Performs data entry and maintains a high level of customer satisfaction with timely problem resolution. (10%)
Keeps track of regulatory and compliance metrics that could affect procedures or services rendered. (10%)
Elaborates customer communication materials and general service assessments. (10%)
Complies with all guidelines established by the Centers for Medicare and Medicaid (CMS) and guidelines set forth by other regulatory agencies, where applicable. (10%)
In addition, all other duties assigned by the manager and/or supervisor. (10%)
Education
:
High School Diploma required.
Bachelor's degree preferred.
Experience:
Minimum 2 years of experience in a customer service position.
Knowledge:
Knowledge in medical terminology preferred.
Personal computer experience should include working with Microsoft Word, Excel, Power Point and Outlook at the intermediate level at a minimum.