Member & Client Support Coordinator - Remote

(Shift Hours: Monday - Friday and 9:00 am - 6:00 pm EST)

• The opportunity to work with one of the fastest growing companies in healthcare whose vision is to provide unparalleled quality and value to providers and members.
• A chance to work with great people on exciting projects.
• Our opportunities allow you to leverage your expertise and compassion, making a direct impact to the health and well-being of members.
• Competitive Compensation: Be rewarded for your effort and passion while making a difference in the community.

POSITION SUMMARY:

The Member & Client Support Coordinator receives, investigates, and monitors customer feedback from all sources. The coordinator will field calls from members, POA’s, clients, and internal and external business partners and conduct the appropriate follow up and resolution per established Matrix policy and procedure. Coordinates case follow-up and ensures documentation meets customer requirements. Works with appropriate internal and external customers within required time-frame. Resolves cases as appropriate

Responsibilities:

• Answer inbound calls from members, POA’s, clients, and internal and external business partners
• Respond to emails/voicemails from members, POA’s, clients, and internal and external business partners
• Documents the call/email content according to policy and procedure
• Ability to transcribe telephone calls in a concise, accurate manner
• Completes written communication in accordance with standard business practice
• Distributes call results according to Matrix Policy and Procedure
• Make outbound calls as needed to complete the case closure
• Other duties as assigned.

Must Haves:

• 
  High School Diploma or GED equivalent.
• Familiarity with HIPAA rules and regulations.
• Intermediate proficiency in MS Office required; advanced Excel skills preferred.
• Strong attention to detail and effective organizational skills.
• Meet required work from home technical requirements. Must have current functioning router to connect via ethernet.
• Meet download and upload speed requirements.
• Minimum 1 year of customer service experience displaying excellent customer service skills
• Minimum 6 months in a call center setting

Supervisory Responsibility: None

Travel Requirements: None

Our Culture:

• 
  We have a clear vision of where we are going, and we are guided by core values that embody our organization and our culture.
• We emphasizes innovation and growth, and you will be given the opportunities and tools to develop personally and professionally.
• We encourage and celebrate collaboration.
• We have a deep commitment to positively impact the communities in which we work and to make a difference in the lives of who we serve.
• As a clinical organization, we support vaccinations because we care about the health and safety of our colleagues and those we serve. Moreover, our clients are increasingly expecting us to be vaccinated due to the vulnerability of those we serve. As such, Matrix Medical Network requires that all team members are fully vaccinated against Influenza and COVID-19, unless they are eligible for a specific exemption.