CS Coordinator - Healthcare Client

Company Description

Charm is a GTM agency that works with clients in numerous industries and assists them by building and managing Customer Service, Sales, and Marketing teams. With more than 5 years of experience, Charm has established itself as an essential element of over 100 unique companies.

 

Job Summary
We are seeking two highly organized, tech-savvy, and detail-oriented Support Coordinators to join our team to support our healthcare client. In this role, you will manage various administrative tasks, handle client communications, and provide technical support across different platforms. You will also be responsible for referral processing, scheduling, and billing tasks, as well as creating documentation and guides to help our clients and providers navigate our systems. This role requires a proactive individual who can collaborate with a core team, solve problems, and take the initiative to improve processes. 

 

Key Responsibilities

Referral and Scheduling Management 

• Process referrals and update appropriate trackers in Google Sheets, AdvancedMD (our 
  EHR) and our proprietary system.  
  • Check client messages and respond to Voicemail/Text messages.
  • Call families to schedule/reschedule as necessary.
  • Assist providers with schedule as needed
•  Onboarding 
  
  • Create provider profiles for new hires. 
  • Set up new providers with access to essential systems
•  Billing Tasks 
  
  • Check and respond to client emails, voicemails, and text messages regarding their 
    account including sending invoices, statements, and medical records requests. 
  • Process credit card payments as needed.
• Support and Technical Assistance  
• Provide technical support for clients and providers. 
  
  • Manage and resolve tickets in Intercom.
  • Create and update guides and templates to assist families and staff experiencing 
    technical issues. 
  • Communicate with corporate staff about tech-related issues and manage technical 
    escalations. 
  • Collaborate with the core team to continually improve support resources and processes. 

 

Qualifications

• Fluent in English with minimal accent. Spanish-speaking would be a plus. 
  • To help facilitate smooth communication with clients, we encourage the use of an 
    English-friendly nickname 
• Punctual 
• Proficient with Google Suite and Microsoft Office. 
• Strong problem-solving skills and the ability to learn quickly. 
• Able to create, update, and maintain documentation, guides, and support 
  materials. 
• Highly collaborative with the ability to work well with a core team. 
• Takes initiative and demonstrates a proactive approach to tasks and challenges. 
• Technically adept with investigative skills and the ability to grow your knowledge 
  base. 
• Familiarity with Zendesk, Intercom, Zoom, and a healthcare practice 
  management system is a plus. 
• Able to remain calm and professional in high-pressure situations. 
• Adaptable, multitasking, detail-oriented, and a quick learner. 
• Uses good judgment to escalate issues when necessary. 
• HIPAA Compliance training and awareness is a huge plus.

 

Pay

Base Hourly Rate: $5.00 - $6.50 (based on background and experience)