Customer Service · Full-time · TX, United States
This role involves coordinating with internal teams, managing therapists’ onboarding and caseload, and maintaining high standards of client satisfaction.
Duties & Responsibilities:
Manage the caseload building, orientation, and onboarding process for new therapists.
Process referrals and physician orders, while maintaining documentation for proper tracking.
Verify patient information, insurance, & location (map) once a referral and/or physician order is received.
Serve as the primary point of contact for patient families regarding staffing schedules.
Work closely with office staff to promote positive and effective communication to ensure appropriate client care.
Proactively follow up with families while managing and maintaining staffing schedules.
Assume responsibility in coordinating care for assigned patients, working to support a goal-directed care plan from admission to discharge.
Assist with answering incoming telephone calls from caregivers and clients.
Collaborate with the Outreach team to maintain client relations and address service failures.
Demonstrate the ability to prioritize multiple tasks to meet deadlines.
Adhere to and demonstrate thorough knowledge of company policies and procedures.
Cross train in other administrative departments to assist during vacations or illness.
Maintain an excellent rapport with patients and staff, effectively promoting harmonious interpersonal relationships.
Maintain and update referral, patients, therapists, and office staff rosters.
Manage all aspects of relationships with patients and referral sources to ensure company expectations are met or exceeded.
QUALIFICATIONS:
Bachelor’s Degree or 2- Year college degree preferred.
Strong proficiency in English and Spanish language.
3-5 years of experience in a medical facility and/or home health pediatric therapy company.
Comfortable speaking to patients, families, and staff over the phone.
Must be proactive in communicating with clinical staff and other departments.
Experience working with electronic health records/practice management software.
Experience with insurance verification, referral requests, and insurance processes and benefits.
Must be a self-starter, take initiative, and drive growth strategies.
Leadership experience with individuals and/or teams preferred.
Demonstrate a high degree of skill in problem solving and working effectively with people.
Ability to maintain filling systems and company documentation.
Strong organizational skills, attention to detail, good time management skills, and great customer service skills.
REQUIREMENTS: