Medical Services Coordinator I

• Serve as the primary contact for coordinating medical services and patient care
• Address and resolve simple to complex inquiries with clients, patients, and providers
• May serve as a mentor/coach to less experienced colleagues
• May perform other administrative duties such as running and interpreting reports, billing
• Works independently to address routine and complex client inquiries
• Effectively resolve client escalations with latitude for independent judgment
• Play a lead role in resolving low-moderate level escalations
• Use root cause analysis methods to identify and resolve the client’s underlying needs
• Demonstrate all seven qualities of exceptional care (friendliness, empathy, empowerment, accountability, knowledge, resilience fairness, and providing “plus 1” service)
• Provide prompt, accurate, and clear information to clients
• Identify, communicate, and implement best practices and solutions to improve the client experience
• Mentor client care colleagues on approaches to effectively handle client interactions
• Perform extensive research, analyze, and provide resolutions to low-moderate inquiries
• Organize time and workload to ensure timely follow-up
• Provide details for any system/client notes that reduce the need for clarification
• Ability to run reports, interpret data, and provide action items
• Meet or exceed KPIs
• Navigate multiple software systems
• Demonstrates understanding of HIPPA and other regulatory requirements

• 2 years of post-high school education or 3+ years of experience is required
• Knowledge of the company’s products, services, and business operations to enable resolution of inquiries
• Proficient customer service skills
• Proficient verbal and written communication skills
• Proficient level of computer navigation and operation skills
• Demonstrates highly proficient people skills and empathy when taking care of clients
• Ability to work both independently and in a team environment
• Ability to work in an environment that aligns with the company's diversity, equity, inclusion, and belonging standards
• Ability to work both independently and in a team
• Demonstrate core values of Think Big, Go Fast, Deliver Awe, and Win Together

An associate or bachelor’s degree is preferable, or the equivalent combination of education, training, and work experience

• Remote Work: We are a remote-first company
• Generous Time Off: 8 company holidays and 2 personal days every year, all colleagues receive a minimum of 18 days of paid time off
• Comprehensive Benefits Package: medical, dental, vision, and pet insurance
• 401(k) matching program
• company-paid life insurance and short and long-term disability coverage
• Supportive Services: Colleague Assistance Program that provides free counseling and financial services
• One Call Foundation provides colleagues financial assistance during times of unexpected hardships