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Client Services Coordinator (Part time telecommuter: Weekends)

Posted by: APS Healthcare

Posted date: 05-07-2010

Location: Mechanicsburg, PA

Provides customer service and conducts outbound/intake in a call center environment.

Job Title	Client Services Coordinator (Part time telecommuter: Weekends)
Post Details

Posted By	APS Healthcare
Job Function	Client Services Coordinator
Start Date
Salary
Phone
Location	Mechanicsburg, PA
Application Deadline

Job Description	APS Healthcare provides health services to our member populations, with the goal of improving the health of those we serve. We have an exciting opportunity for a Client Services Coordinator III based in our Mechanicsburg, PA office. The ACCESS Plus Program is a primary care case management (PCCM) system that features a medical home a designated Primary Care Provider (PCP) for each ACCESS Plus Enrollee in the 42 county ACCESS Plus area. ACCESS Plus is an enhanced PCCM program, delivering greater value to Enrollees, Providers, and the DPW. These enhancements are designed to improve access to appropriate primary, specialty, dental, and behavioral healthcare for the program Enrollees. The Client Services Coordinator provides customer service and conducts outbound/intake in a call center environment. Communicates with a wide variety of external contacts including members, providers, facilities, claims payers, and insurance companies. This is a part time work from home opportunity. Coverage is needed for weekends. Shifts are Sat. & Sun. 8 a.m. - 2 p.m.; 2 p.m. - 8 p.m. On-site daytime training is required. Essential Functions: Provide member education and/or instruction specific to the service they requested through mailings and research. Provide a record of customers call through timely documentation in operating system. Confirm member is eligible for services through verification of plan eligibility, plan coverage and APS responsibility for requested service. Maintain a high level of customer satisfaction with timely problem resolution by conducting outbound calls and receiving in-coming calls from external contacts. Meet internal and external timeliness criteria by placing/answering calls within contractual obligations and completing post-call work in a timely manner including generation of customer communication materials and general assessments. Identify areas that need process/procedure improvement/modification and offer logical, viable, results oriented solutions. Other duties as assigned Education: Minimum high school diploma or GED Some college preferred Experience: Minimum of three, but preferably five years customer service experience in a position that required ownership for resolution of customers issue is required. Call center and healthcare experience preferred. Internet and web-based systems experience preferred. Knowledge, Skills, & Abilities: Knowledge of Medical terminology preferred. Knowledge of the healthcare industry preferred. Knowledge of Medicare/Medicaid helpful. Good communication skills and ability to interact with people in a culturally diverse environment. Ability to read and comprehend instruction related to customized products. Ability to multi-task and work independently or as part of a team to meet customer expectations as well as internal and external standards. Maintain customer and employer confidentiality. Ability to combine multiple resources to resolve customer issue. Ability to hear what is not stated Example: Recognize when customer is frustrated or may require education or instruction beyond the issue presented. Ability to de-escalate conflict situations with minimal supervisory assistance but recognize when a situation is beyond individual training/expertise and requires assistance.

Category
Location	Harrisburg Area Locations -> Mechanicsburg
Job Type	Harrisburg Jobs by Type -> Part-time
Classification	Harrisburg Jobs by Classification -> Customer Service

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