EMS Customer Care Coordinator

The EMS Customer Care Coordinator is responsible for working directly with clients and customers to ensure a positive experience.  This individual will be responsible for handling inquiries, resolving open issues and implementing procedures to improve department processes.

All representatives will conduct insurance verification as needed and are required to complete prebilling training to qualify for the role.

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.