Bilingual Spanish - ERD Coordinator

Integrated Home Brand; Town of Florida (NY); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical, Vision, Dental

6+ holidays pay

12+ days PTO

Employer paid life insurance

401K with employer contribution

Wellness program

Employee recognition programs

Job summary

IHCS is hiring for a call center role in New York to support home health services. Responsibilities include outbound/inbound calls, equipment recovery, and coordinating pickup orders with Billing. Strong HIPAA compliance and customer service skills are essential.

Candidates should have a high school diploma and experience in fast-paced environments; familiarity with Medtrac and ERD-TRAC is a plus. IHCS offers comprehensive benefits and a team-focused work culture.

Qualifications

• Experience in fast-paced call centers or health care support environments.
• Ability to communicate clearly with patients and families.

Responsibilities

• Make outbound calls to patients, emergency contacts, and physicians to recover equipment.
• Receive inbound calls and respond to voicemails or notifications.
• Verify patient information and update records in Medtrac and ERD-TRAC.
• Coordinate pickup orders and liaise with Billing on daily rentals.

Skills

Customer service

HIPAA compliance

Education

High school diploma

Tools

Medtrac

ERD-TRAC

Job description

IHCS provides an Integrated Delivery System in the home setting, which includes, DME, Respiratory, Home Health and Home Infusion services. IHCS has a select network of Medicare and/or Medicaid Certified and Accredited providers to respond to the needs of our patients – 24/7. We operate with the sole intent of providing the highest quality in-home care services that improve and enhance the daily living for our patients, where our patients are #1

Our delivery model is trusted by national Managed Care Organizations (MCOs), physicians and patients, positioned with over two decades of expertise as the market leader in value-based Home Health, Durable Medical Equipment, and Home Infusion Services. We currently serve over 2 million lives throughout the nation and the Commonwealth of Puerto Rico.

Join our team as we strive for excellence through teamwork delivering high quality care to our patients through Exceptional Customer Service, Proven Outcomes, and Seamless Care.

• Medical, Vision, Dental, Short- and Long-term insurance
• 6+ Days of Holidays Pay
• 12+ days of PTO
• Employer paid life insurance
• 401K with employer contribution
• Wellness program with reward incentives
• Employee recognition and reward programs

What will you be doing:

Productivity Requirements

• Complete a minimum of 80 total calls daily, including inbound and outbound interactions.
• Consistently meet or exceed departmental KPIs.
• Adhere to assigned schedules, including designated breaks and lunch periods (Schedule Adherence).

Call Responsibilities

• Make outbound calls to patients, emergency contacts, and physicians to recover equipment.
• Receive inbound calls, including patient responses to voicemails or SlickText notifications.
• Call Active Patient Reports to verify continued use of rental equipment and provide courtesy follow-ups.

Order & Equipment Processing

• Create and complete pick-up orders when requested, ensuring all patient information is verified (address, phone number, scheduled time, etc.).
• Correctly process and close equipment pick-ups in Medtrac with accurate documentation.
• For loss orders, update ERD-TRAC with appropriate loss information.
• Follow up on reschedules and voids, ensuring proper communication with Billing regarding daily rentals.
• Complete transfer forms when patients transition to a contracted insurance plan.
• Ensure new insurance information is documented and forwarded to the appropriate department.
• If the patient transitions to a non-contracted provider, initiate proper equipment recovery steps.
• Submit completed transfer forms to Billing and document updates in ERD-TRAC.
• Email Billing when a patient requests a purchase quote.

ERD-TRAC Management

• Review the ERD-TRAC page daily.
• Update ERD-TRAC immediately after completing any patient-related action.
• Filter and monitor the TAT (Turnaround Time) column to prioritize follow-ups.
• Work entries from oldest to newest to support the department’s 90/90 equipment recovery goal - 90 % of orders completed in 90 days.

Compliance & Collaboration

• Comply with HIPAA regulations at all times and ensure no patient information is visible when away from the workstation.
• Route unresolved issues to the appropriate internal department or designated resource.
• Participate in interdepartmental projects and process improvement initiatives as needed.

What will you come with:

• High school diploma or General Education Degree
• Able to communicate with the client/patient in the appropriate language or form understandable to the client/patient
• Knowledgeable regarding the written policies and procedures for the provision of care/service to clients/patients with communication barriers
• Required to uphold the principles of compliance as outlined in the Code of Conduct, Employee Handbook and related policies and procedures.
• Supports and participates in the mandatory Corporate Compliance Program training initiative on an annual or more frequent basis, as required
• Ability to type
• Prior Customer Service experience preferred
• Ability to document clear and concise notes
• Previous experience working in a health care provider or insurance environment is preferred but not required
• Minimum of one-year customer service experience working in a fast-paced, ever-changing call center environment.

Join our team as we strive for excellence through teamwork, where our patients are #1!

IHCS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Qualifications

Experience

Required

2-25 years

How many years of call center experience do you have?