Concierge Care Coordinator at Abax Health

Location: Virtual

Summary of Position

Primarily responsible for working collaboratively with specific clients to schedule appointments or procedures for patients that have received a referral. This will include follow-up on referrals to obtain insurance verification, authorization, and no surprise billing (NSB) using the client’s existing systems. This role will also require contact with patients via text, phone calls, live chat, and email. Ensure KPIs and quality measures are achieved and meet or exceed client expectations.

Duties and Responsibilities

• Ability to effectively reach patients through multiple methods including (but not exclusive to) text, phone, live chat, and email.
• Collect required patient demographic and coverage information, updating electronic health record where necessary.
• Running real time eligibility for coverage verification and identifying if an authorization is required.
• Work with complex payor mix to obtain appointment approval authorization.
• Schedule appointments or procedures timely and accurately
• Provide Global Customer Service – have a “smile in your voice.”
• Understand, meet, and exceed important key performance indicators.
• Ability to review data to determine operational impacts and needed actions; elevate issues, trends, improvement areas, and management opportunities.
• Strong attention to detail and accuracy, using problem-solving skills and analytical thinking.
• Ability to successfully prioritize and manage numerous tasks simultaneously.
• Promote Abax values, overall teamwork, and a positive work environment.
• Assist to prepare, coordinate and lead meetings with the client and project management team.
• Establishes and manages effective, consistent communication between leadership and staff.
• Performs all other job functions related to this job.
• Comply with Abax Health policies and procedures.

Required Qualifications/Experience

• Epic Cadence, Cupid, or Radiant strongly preferred.
• 1-5 years of Healthcare Patient Access, Insurance Verification, Authorization, No Surprise Billing, Scheduling, or Revenue Cycle Management experience.

• Ability to handle a high volume of customer inquiries with a commitment to excellence and customer satisfaction.
• Excellent verbal and written communication skills.
• Exceptional customer service skills.
• Ability to work cooperatively and effectively to achieve goals and expectations.
• Ability to work independently and prioritize tasks with minimal or no supervision.

Preferred Qualifications/Experience

• Epic, Cerner, Athenahealth, MediTech experience preferred.
  
• Prior knowledge, skills, and experience working in a contact center.
• Conflict resolution skills
• Knowledge and experience using Microsoft Office (Word, Teams, Excel, PowerPoint, Outlook) products
• Familiarity and experience using a customer contact through text, phone, autodialer, and email.
• Familiarity with web-based systems and tools.
• Ability to initiate and follow through on projects.
• Ability to understand and meet operational needs and special requests.