**Role:** **Care Coordinator**
**Contract:** Full-time Remote Contractor (160 hours monthly)
**Business Hours:** Sunday-Thursday, 10:00 AM to 6:30 PM Pacific Standard Time
**Rate:** $15,360 USD to $19,200 USD annually / $1,280 USD to $1,600 USD monthly _(Salary is negotiable based on experience)_
**Availability to Start:** August 12, 2024
**Additional Info:** Additional perks included in the compensation structure
**What you'll do**
As a Care Coordinator, you will manage client relationships and communication by promptly responding to email inquiries and scheduling clients with the most suitable therapist based on their needs. You will develop a comprehensive understanding of the company’s therapists’ specialties to ensure the best matches and maintain compliance with HIPAA regulations in all client interactions. Additionally, you will provide exceptional customer service by addressing billing questions and assisting the billing specialist with data input and invoicing. Your sales acumen will be crucial as you guide qualified leads through the sales process, leveraging analytics to prioritize high-potential opportunities. Collaboration with various internal departments will be essential to deliver outstanding service and support, ensuring client satisfaction at every touchpoint.
**Responsibilities include but are not limited to:**
* **Client Relationship & Communication Management:**
* Independently and accurately respond to email inquiries, providing timely and comprehensive information.
* Schedule clients with the appropriate therapist based on their needs.
* Develop a thorough understanding of the list of therapists, including their specialties, to better match clients with therapists.
* Ensure all client interactions and data handling comply with HIPAA regulations.
* **Billing and Data Management:**
* Deliver exceptional customer service, addressing client questions and concerns about billing, fee structure, and services.
* Assist the billing specialist with data input, generating, and sending invoices/bills to clients.
* Accurately answer questions related to billing and fee structure.
* **Lead Qualification and Conversion:**
* Guide qualified leads through sales, providing tailored solutions and addressing concerns to convert them into loyal, repeat customers.
* Utilize a systematic approach and leverage analytics to identify and prioritize high-potential leads, ensuring efficient resource allocation and maximizing sales opportunities.
* **Sales Acumen and Relationship Building:**
* Demonstrate exceptional sales acumen and interpersonal skills, building strong relationships with various individuals within medical facilities.
* Navigate complex sales processes confidently, effectively communicating value propositions and addressing customer needs to drive successful outcomes.
* **Cross-Functional Collaboration:**
* Collaborate with various departments internally to ensure seamless execution and customer satisfaction, coordinating efforts to deliver exceptional service and support across all touchpoints.
* **Key Performance Indicator (KPI) Tracking:**
* **Client Communication Efficiency:**
* Achieve a response time of within 15 minutes for new inquiries during working hours.
* Maintain a 24-hour turnaround for all other client questions and inquiries.
* Ensure 100% accuracy in client information regarding scheduling, billing, and services.
* **Client Scheduling Accuracy:**
* Match clients with the appropriate therapist based on their needs, language capacity, and specialties with 98% accuracy.
* Confirm all scheduled appointments accurately and timely, with zero scheduling errors.
* **Billing and Data Management:**
* Resolve all billing-related inquiries within 24 hours with accurate and satisfactory information.
* **Client Relationship Management:**
* Demonstrate a thorough understanding of the list of therapists, including their language capacities and specialties, within the first 90 days.
* **General Performance:**
* Successfully meet all objectives for the first 90 days, including independent handling of email inquiries, scheduling, billing support, and therapist familiarization.
**What you should have**
* At least three years of experience in customer service and sales.
* Familiarization with HIPAA compliance.
* Excellent written and verbal English communication skills.
* Proficient in Google Workspace, particularly in Google Sheets.
* Ability to effectively interact with clients and provide empathetic care.
* **NICE-TO-HAVES:**
* Experience in the mental health industry or a similar healthcare setting.
* Familiarity with other relevant software and tools used in client management and billing.
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