Inbound Clinical Support Coordinator (ICSC)

POSITION SUMMARY:
The Inbound Clinical Support Coordinator is responsible for the primary point of contact for member inbound calls to the Clinical Support Department. The Inbound Clinical Support Coordinator answers all member related questions and confirms member visit times.

POSITION RESPONSIBILITIES: 

• Effectively utilize managing resistance skills to save any potential member cancelled visit
• Inform and educate member on the benefits of an HRA 
• Provide education to members on Matrix and our clients
• Professionally address any customer service related calls from members
• Periodically leverage systems and mapping tools to design optimum routes for Provider Schedules 
• Identify and address Provider schedule issues, evaluate and create alternative routes on an as needed basis 
• As part of their scheduling responsibilities, maintain the appropriate balance between the needs of the Member and Provider
• Based on inbound calls adjust schedules and re-schedules, while minimizing drive time for the Providers
• Accurately and concisely document customer feedback and special needs indicated during each call in computer based system and alert other departments as needed
• Identify and address the patients’ issues and anticipates future needs by providing additional information, as needed
• Support the MR Inbound team and assume their duties as needed to include working through the Call Center systems and processes
• Other duties may be assigned, based on company’s needs.

Educational Requirements

• Requires High school education or the equivalent, some college preferred.

REQUIRED SKILLS AND ABILITIES:

• Minimum of 6 months of experience in routing, transportation and/or logistics.
• Minimum of 6 months of experience working with geography and proficiency in using mapping applications such as Google Maps.
• Minimum 6 months of customer service experience displaying excellent customer service skills.
• Excellent organizational skills – ability to organize, take initiative and follow up independently.
• Must be able to speak clearly and unencumbered on the phone.
• Proven time management, multi-tasking, prioritization and follow-up skills in a rapidly changing environment.
• Ability to work independently, while being a productive member of the team accurately
• A healthcare background and/or experience in a medical call center is a definite plus. 
• Must have excellent verbal and written communication and strong interpersonal skills.  
• Must be comfortable working one on one with elderly members and their families by phone.
• Excellent typing skills and computer literacy, including customer service representative applications, Microsoft Word, and Excel. Mapping applications such as Mapquest.

Typical Physical and Psychological Demands:

• Requires prolonged sitting. May require some bending, stooping, twisting, and/or stretching from seated or standing positions.
• Requires eye-hand coordination and manual dexterity sufficient to frequently operate a keyboard, telephone, copier, calculator and other office equipment.  
• Requires normal range of hearing and eyesight to record, prepare and communicate appropriate information via telephone or computer.  
• Requires moderate to intense concentration due to complexity and/or need to meet deadlines, and flexibility to readily adapt to a changing environment.
• Must be able to lift 10 lbs. or more.

Work Conditions:

• General office environment.

Supervisory Responsibility:

• No supervisory responsibilities.

TRAVEL REQUIREMENTS:

• No travel required.

The preceding description and functions is a summary of principal responsibilities, and may not be comprehensive in scope regarding work performed by an employee assigned to this position classification.  Management reserves the right to add, modify, change or rescind the work assignments of this position.  Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position.