Position Description:

The Client Services Coordinator is responsible for telephonic and operational customer service. The Coordinator will accept intake calls and website assistance calls, resolve customer inquiries and complaints, and provide education and/or information related to policy and procedure, account or product line detail. Also responsible for data entry in applicable operating system and/or application, and telephonic outreach to prospective as well as enrolled members.

ESSENTIAL FUNCTIONS:
• Receive incoming calls from members, providers, claims payers, account representatives, etc., and determine type of service required to service caller
• Verify APS responsibility to manage member’s benefits or provide other service
• Verify member eligibility, as directed by account
• Accept and document intake information as required to initiate management as directed by account or product line
• Provide website assistance related to Healthy Together registration and login
• Enter data in operating system and/or application
• Document all calls in applicable system and/or application
• Authorize service and/or procedures in accordance with APS policy and procedure for non-clinical authorization as directed by account and/or product
• Place telephone calls to prospective clients to invite program participation and/or ask non-clinical, program follow up questions
• Place telephone calls to members, providers, claims payers, account representatives, etc. to resolve inquiries and/or follow up on resolved/unresolved issues
• Place telephone calls to members to confirm return to work dates
• Schedule appointments as required by product line
• Conduct investigation and research to resolve customer inquires
• Adjust complaints concerning service rendered, referring complaints of service failures to designated departments for investigation
• Communicate with internal and external parties to resolve customer inquiries and/or complete job responsibilities
• Provide information/education to members, providers, claims payers, account representatives, etc, as needed
• Research inaccurate and/or missing demographic information
• Assist clinical staff with benefit and coordination of care services
• Processes certification and interim certification forms
• Enter billing as directed by policy and procedures
• Generate reports
• Create WORD documents, correspondence, forms
• Maintain confidentiality as directed by APS policy and procedure
• Process initial and interim certification forms
• File and copy documents, as needed
• Other duties, as assigned

EDUCATION:
Minimum high school diploma or general education degree (GED)

REQUIREMENTS:
• Minimum of two years customer service experience in a position that required ownership of the customer’s issue
• Computer literacy in a Windows environment
• Strong data entry experience

OTHER SKILLS, KNOWLEDGE & ABILITIES:
• Medical terminology knowledge preferred
• Clear, concise verbal and written communication skills
• Ability to read and interpret benefits and account information
• Ability to read and comprehend instruction pertaining to customized products
• Ability to work independently and as part of a team
• Ability to multi-task to complete individual responsibilities and meet deadlines
• Ability to solve problems with a few concrete variables
• Ability to understand and use resources in problem solving

SCHEDULE:
Generally, Monday through Friday 8:00am – 5:00pm. Flexibility required to support different time zones. Occasional overtime may be required to meet deadlines, attend meetings or complete training.