Health Coordination Specialist

Role Overview

This position focuses on answering inquiries from customers directly as well as via phone and email, while upholding company standards. It provides a knowledgeable, polite, efficient, and proactive interface for clients and hospital personnel. Ensuring that all queries are addressed fully, this role works to meet the expectations of customers, hospitals, and the company.

Key Responsibilities

• Adhere rigorously to customer service protocols provided by the company’s manuals and procedures.
• Maintain comprehensive understanding of company departments, hospital networks, products, and services to confidently address customer questions.
• Handle customer grievances professionally and resolve them independently whenever possible, minimizing escalation.
• Work efficiently both solo and collaboratively to meet team and department objectives.
• Foster a positive, cooperative team environment and contribute constructively to team initiatives.
• Ensure hospitals comply with agreed service standards, including use of swipe cards, fingerprint machines, online portals, and other technical tools related to company services.
• Support hospital staff through coaching and training about company services to enhance service delivery.
• Manage complaint resolutions promptly and directly without escalation and follow up with recovery plans.
• Log all complaints systematically for tracking and implementation of preventive measures.
• Develop strong relationships with provider insurance directors and regularly visit frontline service points to gauge concerns and feedback.
• Work jointly with provider relations teams to develop recognition programs for providers.
• Strengthen provider image in the eyes of customers to enhance partnership collaboration.
• Maintain the highest professional standards in office cleanliness, customer areas, and personal appearance.

Skills and Qualifications

• Proven experience or knowledge in healthcare customer service and front desk operations.
• Strong interpersonal and communication skills adapted to diverse multicultural environments.
• Excellent organizational and planning capabilities.
• Commercial acumen coupled with a service-driven attitude.

Education Requirements

Bachelor’s degree in Business, Healthcare, or a related discipline is required.