Contact Center Care Coordinator I

Crossroads Staffing; Camarillo (CA); On-site; USD 38,000 - 52,000; Full time

Job summary

Crossroads Staffing in Camarillo, CA is seeking a Contact Center Coordinator to provide outstanding service to members, caregivers, and healthcare professionals. You will manage inbound and outbound calls, emails, and other channels to schedule appointments, answer questions about procedures, billing, enrollment, eligibility, and plan guidelines.

You will document interactions in the system of record and support HIPAA compliance.

Qualifications

• High School Diploma or GED required.
• 2+ years of customer service experience in a healthcare setting or similar.
• Bilingual in Spanish required.
• Strong communication skills required.
• Proficient in MS Office applications.
• Data entry speed 35 WPM or faster.

Responsibilities

• Handle inbound and outbound calls, emails, and other communications to support members.
• Schedule appointments and address inquiries about procedures, billing, enrollment, eligibility, and plan guidelines.
• Verify member eligibility and respond to provider inquiries, claims status, and general program questions.
• Triage calls to appropriate units or external entities; escalate complex issues per protocol.
• Document all interactions in the system of record and maintain accurate patient records; adhere to HIPAA and data protection standards.

Skills

Bilingual in Spanish

Strong communication skills

Data entry 35 WPM

MS Office proficiency

Education

High School Diploma or GED

Tools

MS Office

EHR systems

CRM software

Job description

Contact Center Coordinator Needed in Camarillo

Job Description

The Contact Center Care Coordinator I is responsible for providing outstanding customer service and support to members, caregivers, and healthcare professionals who contact. This role involves managing inbound and outbound calls, emails, and other communication channels to support members in accessing healthcare services, scheduling appointments, addressing inquiries regarding medical procedures, billing, and general information enrollment, eligibility, provider network authorization, plan guidelines and processes. This position handles inbound and outbound interactions involving member eligibility verification, general provider inquiries, claim status, general program and administration questions including direct member request for I.D cards and Primary Care Physician PCP changes, and triaging calls to appropriate units or outside entities. All interactions are documented in the system of record. Troubleshoot and resolve escalated issues following established protocols and guidelines to escape urgent matters or complex issues to appropriate personnel. Ensure department compliance with Health Insurance Portability and Accountability Act HIPAA regulations relating to protection of personal history information. This includes adherence to compliance standards, confidentiality, and data protection regulations in all interactions and communications. Performs general clerical duties to include but not limited to photocopying, faxing, mailing, and filing. Document all calls, maintain accurate records, and update patient information in the systemdatabase. Serve members in a courteous and professional manner. Strive to achieve key performance indicators metric goals related to call handling, customer satisfaction, and service quality. Perform other duties as assigned.

Skills Required

HS Diploma or GED. 2+ yrs exp in customer service in a healthcare setting or similar. Bilingual in Spanish. Strong communication skills. Proficient in MS Office. Data entry skills with the ability type 35WPM.

Skills Preferred

Prior exp in a call center is a plus. Exp with Medi-Cal guidelines and health insurance regulations. Exp working with Electronic Health Records EHR systems or CRM software a plus.