Care Coordinator II
One Call

Care Coordinator II

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: 17.00 - 23.00 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 17.00 - 23.00 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.

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

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 II-Capable 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
• Addresses routine questions and inquiries, escalating more technical issues to the appropriate support team
• 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)

Collaboration: 10%

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

Administration: 10%

• 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
• Demonstrates an understanding of HIPPA and other regulatory requirements and apply to daily work interactions
• Adheres to established operating procedures and service standards
• Meet or exceed KPI's established for your role and area.

Includes all the above and:

• Ability to handle increasingly complex client inquiries adjusting standard scripts and procedures with occasional support and supervision
  
• Effectively able to deescalate bad client interactions and end a negative situation positively
  
• Uses knowledge of the business and industry to recommend improvements to the client experience
  
• Actively seeks opportunities to expand knowledge of primary service line
  
• Develops foundational knowledge of additional service lines
  
• Consistently demonstrate all of the seven qualities of exceptional care in serving clients (friendliness, empathy, empowerment, accountability, knowledge, resilience, fairness and providing "plus 1" service)
  

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:
A 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:

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

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
  

EEO Employer

Work from Home
United States

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