Job Description:

Medical Svcs Coord I



We're looking for colleagues who are ready to Think Big, Go Fast, Deliver Awe, and Win Together. These core values embody our diverse and inclusive culture and help us live out our mission of "getting people the care they need when they need it." Over the last 30 years, our company has established itself as the market leader in managed care for the workers' compensation industry. We are committed to making a positive impact in the lives of the injured workers we serve, and we have fun doing it.



Salary Range: $17.49 - $25.35Hourly


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 $17.49 - $25.35Hourly



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!


• Generous paid time off, 8 company holidays, and 2 floating holidays 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


• Referral program


• Healthcare concierge


• The One Call Foundation which aims to help colleagues during unexpected emergencies, from car accidents to natural disasters.


The MSC serves as primary contact for coordination of medical services and patient care and will address and resolve simple to complex inquiries with clients, patients, and providers. The MSC may serve as mentor/coach to less experienced colleagues to assist in elevating their skills. This position may be asked to perform other administrative duties such as running and interpreting reports, billing responsibilities, and any other administrative duties, as requested.


GENERAL DUTIES & RESPONSIBILITIES:


Medical Services Coordinator I: Capable to Inspirational Level of Proficiency


Customer Care: 70%

• Works independently to address routine and complex client inquiries that deviate from normal issues for one or more service lines
  
  


• Adept at effectively resolving client escalations with latitude for independent judgement
  
  


• Play lead role in resolving low-moderate level escalations for best client outcome
  
  


• Uses root cause analysis methods to identify and resolve the client's underlying needs
  
  


• Consistently demonstrates all 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 clients


• Identifies, communicates and implements best practices and solutions to improve the client experience based on market and industry trends


• Mentor client care colleagues on approached to effectively handle client interactions

Administration: 20%

• Perform extensive research, analyze, and provide resolutions to low-moderate inquiries within a reasonable amount of time
  
  


• Organize time and workload to ensure follow up on items is done timely and appropriately
  
  


• Provide detail for any system/client notes that reduces the need for clarification or follow up
  
  


• Ability to run reports, interpret data, and provide action items based on same
  
  


• Meet or exceed KPIs established for your role and area
  
  


• Navigate multiple software systems as appropriate to document and/or obtain information for inquiries
  
  


• Demonstrates an understanding of HIPPA and other regulatory requirement and apply to daily work interactions
  
  

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:
2 years of post-high school education or 3+ years of experience is required for this role. Associate or Bachelor's degree is preferable, or the 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
  
  


• Proficient customer service skills that build the highest levels of client satisfaction
  
  


• Proficient verbal and written communication skills
  
  


• Proficient level 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
  
  

PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENT:

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  • If working with federal government contract clients, colleague is required to receive federal government clearance for handling sensitive information. Colleague is also required to receive annual security awareness training.
    
    
  
  
  • For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the colleague must regularly sit, use hands and fingers, speak, and hear.
    
    
  
  
  • The colleague is occasionally required to stand, walk, and lift objects (up to 10lbs weight; up to 4 ft. height).
    
    
  
  
  • Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus
    
    
  
  
  • The work environment utilizes florescent lighting; noise level is moderate.
    
    
  
  
  • The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload.
    
    
  
  
  • 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.
    
    
  
  
  
  

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