Responsibilities of the EMS Customer Care Coordinator

• Managing client specific accounts and databases.
• Tracking and prioritizing customer issues while employing one-step resolution practices for clients and patients through open lines of communication.
• Developing and implementing customer service procedures.
• Analyzing customer feedback and providing trends while identifying opportunities for process improvements.
• Responsible for responding to all inquiries within the same day to ensure all communication is completed within a timely manner and urgency.
• Comfortable communicating with any caller including clients, customers, agencies, facilities, and hospitals.
• Ensure accuracy in data entry and consistent attention to detail.
• Process accounts according to the action required to resolve account balances.
• Demonstrates knowledge and compliance of insurance, local, state, and federal billing.
• Ability to complete tasks efficiently both individually and in a group environment.
• Handle assigned correspondence fulfilling any other duties as assigned by managerial staff.
• Must be able to review correspondence and attach documents to patient accounts with all verifiable information.

Key Skills of the EMS Customer Care Coordinator

• Well-versed with medical billing practices that include an understanding of insurance billing codes, regulations, and procedures.
• Ability to investigate and resolve software issues, billing errors and disputes.
• Effective communication skills with clients, insurance companies, patients, staff members and management.
• Ability to manage multiple tasks and meet deadlines.
• Must have great attention to detail with high accuracy.

Qualifications of the EMS Customer Care Coordinator

• College preferred but not required.
• Fluent in Spanish preferred (medical and financial terminology required).
• Minimum two years’ experience in customer care, account management or similar role.
• Ability to read and understand the Explanation of Benefits or Electronic Remittance Advice.
• Understands the difference between rejections and denials as well as working accounts.
• Healthcare knowledge is preferred.
• Must be a quick learner and motivated individual with excellent verbal communications skills.
• Ability to “Multi-task” and manage spurs of high call volume.
• Positive, can-do attitude and with good judgement demonstrating ability to de-escalate.
• Ability to receive and implement feedback.

Computer and Office Qualifications of the EMS Customer Care Coordinator

• Computer literacy is a must; Typing skillset of at least 45 WPM minimum
• Experience working in an active office environment.
• Must be able to work with 2 monitors and split screens to operate multiple sites simultaneously.
• Must be able to sit / stand for 8 hours minimum in an office environment
• Must be able to use Word, Excel, Email, Chat Applications, workflow sites and other software applications.
• Must be able to read, comprehend, and apply job-related rules, policies, and procedures.