Are you looking for an impactful role where you finish the workday knowing you helped someone? Whether you're joining our care coordination team or playing a supporting role, the work you do every day helps us collectively reach our mission of "getting people the care they need when they need it." We believe that by staying committed to our core values of Think Big, Go Fast, Deliver Awe, and Win Together, we can positively impact the lives of the injured workers we serve and get them back to the things that matter most in life.
Salary Range: $16.49 - $21.5 Hourly
This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At One Call, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $16.49 - $21.5 Hourly
Benefits Summary:
In return for your commitment to our company's mission, we offer a vast array of benefits to help support the whole you.
Opportunities to work from home
Competitive wages with opportunities to earn annual merit increases
Paid development hours to use for professional and community development!
18 days of Paid Time plus 8 company holidays, and 2 personal days per year
$1,000 Colleague Referral Program
Enterprise Recognition Program rewarding colleagues for their extraordinary work
Exclusive discounts on travel, activities, and merchandise via work discount program
Colleague Assistance Program that provides free counseling and financial services
Tuition Reimbursement Program including certifications
Quantum Health: A healthcare navigation platform to help our colleagues make the best, most cost-effective healthcare decisions
Medical, dental, and vision insurance
Pre-Tax FSA and HSA health savings accounts
401(k) matching
Company paid life insurance
Company paid short term and long-term disability
Pet Insurance
Healthcare concierge
The One Call Foundation which aims to help colleagues during unexpected emergencies, from car accidents to natural disasters.
JOB SUMMARY:
This dynamic role involves coordinating care for workers' compensation clients through phone and online channels (e.g., instant message, email). You will be handling inquiries and addressing basic tasks like ordering supplies, scheduling appointments, and managing referrals. It's a fast-paced role crucial to the success of our business operations.
GENERAL DUTIES & RESPONSIBILITIES:
Care Coordinator I-Foundational Level of Proficiency
Customer Care: 80%
• Serves as initial contact for basic inbound/outbound client inquiries while following standard scripts and procedures and working under close supervision.
• Addresses routine questions and inquiries, escalating more technical issues to the appropriate support team.
• Regularly demonstrate most of the seven qualities of exceptional care in serving clients (friendliness, empathy, empowerment, accountability, knowledge, resilience, fairness and providing "plus 1" service)
Collaboration: 10%
• Provide prompt, accurate and clear information to our clients.
• Consult with senior peers and/or leadership on items that require clarification and/or escalation and learn through these interactions.
Administration: 10%
• Document relevant information into system(s) to ensure records are clear, concise, and accurate.
• Navigate multiple software systems as appropriate to document and/or obtain information for inquiries.
• Demonstrates an understanding of HIPPA and other regulatory requirements and apply to daily work interactions.
• Adheres to established operating procedures and service standards.
• Meet or exceed KPI's established for your role and area.
EDUCATIONAL AND EXPERIENCE REQUIREMENTS:1-2 years of customer service experience or equivalent combination of education, training, and work experience.
GENERAL KNOWLEDGE, SKILLS & ABILITIES:
• Knowledge of the company's products, services, and business operations to enable resolution of inquiries
• Computer navigation and operation skills
• Hardwired (ethernet) internet (internet reimbursement provided)
• A designated workspace for home office to limit distractions and privacy for sensitive info
• Excellent verbal and written communication skills
• Excellent customer service skills that build elevated levels of client satisfaction
• Demonstrates effective people skills and sensitivities when dealing with others
• Ability to work both independently and in a team environment
• This job is primarily sedentary and may involve repetitive motions; the colleague must regularly sit, use hands and fingers, speak, and hear
PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENT:
• The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload
• Specific vision abilities required by this job include the ability to see things from a close distance and ability to adjust focus
• The colleague is occasionally required to stand, walk, and lift objects (up to 10lbs weight; up to 4 ft. height)
• Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position
• Please be advised this job description is subject to change at any time
