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Job Description:
As a Coordinator of Second Opinion, Case Management, and Patient Concierge, you will serve as the direct representative, ensuring the highest level of service delivery. Your role involves evaluating and promptly addressing inquiries related to Second Medical Opinions, Medical Appointments, Patient Concierge services, and Case Management professionally and concisely. You will be responsible for managing relationships with clients, agents, and providers while maintaining service standards in line with the company.
Responsibilities:
- Maintain clear and professional communication with our agents and clients via emails received in the Second Medical Opinion inbox.
- Evaluate cases received based on the provided training, gather the necessary medical records to initiate the case, and once completed and approved by the doctor, open the case in the system, upload all records, and add relevant notes.
- Continuously monitor cases in the system and provide updates to members and/or agents (at least twice a week).
- Maintain clear and professional communication with our agents and clients via emails received in the Patient Concierge inbox.
- Assist our nurse case manager when requested. Receive and process medical appointment requests, including acknowledgment of receipt, coordination with the selected hospital, timely updates to the agency, and follow-ups with hospitals for prompt appointment issuance.
- Establish direct communication with the insured individual or the agency to understand the request and maximize response time.
- Assist the insured individual with any provider-related tasks, acting as an intermediary to complete a medical appointment.
- Conduct follow-up calls with the insured individual after their medical appointment, document in EVA, and inform the relevant agency or team requiring follow-up.
Requirements:
- Associate degree or higher.
- Experience working with clients is essential (minimum 2 years of experience in customer service roles)
- Experience working in the healthcare industry.
- Experience working in a call center environment is a plus.
- Experience working in a team.
- Excellent oral and written communication skills.
- Able to provide exceptional customer service via email or telephone.
- Ability to multitask.
- Computer literacy with good typing skills.
- Fluent in both English and Spanish (English language proficiency is essential).
