Customer Service Coordinator

Title: Customer Service Coordinator – Remote

Location: Virtual, in the U.S.

Pearl Interactive Network is seeking to hire Remote Customer Service Coordinators.

The Customer Service Coordinator is responsible for managing administrative functions and coordinating patient interactions and needs. The Customer Service Coordinator strives to ensure a positive patient experience.

Why choose Pearl Interactive Network?

Join Our Team and embrace the winning Pearl Culture which promotes our employee’s desires and efforts to serve our consumers, clients, and community. Our values of customer satisfaction, teamwork, a family atmosphere, quality services, respect for each other, transparency, and innovation are what make Pearl, the employer of choice. As a woman-owned, HUBZone-certified social enterprise, we take pride in our hiring preference for individuals living in economically challenged areas, persons with disabilities, military spouses, and Veterans.

Pearl offers a Competitive Compensation and Benefits package to include:

• Rate: $14 per hour
• Medical, Dental, Vision, and Life Insurance
• Paid time off, Paid holidays
• 401K eligibility
• Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.

Operating Hours: 6 am – 12 am CST, Monday – Friday and 7 am – 5 pm CST Saturday

Job Duties:

• Contact patients to schedule a variety of medical and dental services.
• Respond to inquiries and resolve issues regarding appointment scheduling/fulfillment processing and service completion.
• Resolve issues that arise as related to customer concerns, system issues, etc. Escalate calls when needed.
• Conduct patient calls related to health assessment processing, referral follow-up, education, and resource inquiries.
• Identify potential behavioral health situations and follow contract-specific protocols to assist callers.
• Engage callers with confidentiality and care.
• Ensure all communication is conducted tactfully and professionally according to contract/HIPAA guidelines.
• Maintain constant awareness of service level and queue status to meet contractual requirements.
• Use sound judgment when scheduling in regard to consumer and clinic availability and location.
• Work with a variety of technologies to perform required tasks.

Job Requirements:

• High School diploma or GED
• 1 year of call center experience required
• 1 year of customer service experience or prior military preferred
• Strong PC navigation skills including Microsoft Office (Excel, Word), SharePoint, the internet, and the ability to work with multiple screens and systems simultaneously
• Excellent verbal and written communication skills, professional etiquette, and interpersonal skills
• Ability to multitask, manage time and effectively prioritize workload
• Consistently meet performance standards
• Identify and analyze opportunities and provide effective solutions
• Knowledge of relevant software, application, and equipment – MedNet and web portal proficiency preferred