Customer Care Coordinator

A Customer Care Coordinator (CCC) has experience in a healthcare environment and is the \"smiling\" face that answers the phone. As a CCC you will support our therapy department. In this position, you are matching our employees with work opportunities and helping employee succeed by doing what they do best, \"caring for others.\" You will be responsible for providing customer service for clients in the form of schedule management, client and care visits, obtain payer authorization and other duties as assigned. How you will make a difference: --Answer office phones, potentially including on-call phone after normal business hours --Field calls from existing clients and staff, adjusting schedule as needed, dealing with issues as they arise --Process new client referral calls, including scheduling home visits and sending out information to prospective clients --Meet or exceeds inquiry to client conversion goals for branch; implements and executes consistent conversion practices to drive revenues and client base --Assist with ongoing client staffing process including scheduling staff for both new and existing client engagements (filling open orders) and orienting field staff at the client s home --Ensure high-quality customer care is provided at every stage of the client touch-points and experience from phone to in-home visits to maximize customer satisfaction and retention --Ensure care and coverage 24/7 to meet the needs of the clients and protect BrightStar brand standards --Communicate and documents changes and relevant conversations with clients, family members and the BrightStar support team in order to provide continuity of care and service --Conduct thorough and engaging on-boarding of new hires --Schedule staff to meet client care needs and minimize non-billed overtime --Monitor staff continuing education; assists staff with personal development as applicable --Communicate feedback obtained from clients, co-workers and Case Managers to Director of Operations --Foster strong and positive employee relations with office staff and field employees --Conduct or attend staff meetings --Support and uses all technology tools and resources to ensure proper business processes (ABS2, Applicant Tracking System, Santrax) --Ensure timely and accurate billing and hourly time records and reporting. --Ensure education and compliance of all HIPAA regulations and requirements --Ensure file maintenance and security standards are consistently practiced and enforced to protect employee and client records. Your Schedule: -- You should enjoy working in an office setting. Hours are typically Monday through Friday with on-call responsibilities that include some weeknights and a weekend rotation. Why work with BrightStar? --Autonomy in daily work --One-on-one care --Locally owned and operated --Supportive environment --Volunteer opportunities to give back to the Lubbock & surrounding communities. --Benefits for full-time team members We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.