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Position Summary:

The Customer Experience Coordinator is responsible for managing all internal and external communications for the funding team, ensuring timely and effective responses. This role involves developing communication frameworks to support consistent messaging and high-quality service delivery. As part of the medical funding process, the coordinator will work collaboratively with other staff to enhance service experiences for both internal and external customers.

Position Responsibilities:

- Provide best-in-class service by responding to inquiries for the Funding Communications Team via phone, email, chat, and video conference.

- Ensure that inquiries are responded to within the timeframes outlined by management.

- Maintain records of customer interactions, documenting details of inquiries, complaints, comments, and actions taken in compliance with privacy policies.

- Adhere to privacy and compliance requirements, including HIPAA regulations.

- Attain and maintain a proficient working knowledge of customer relations systems, Microsoft Office products, and other supporting databases.

- Respond to customer inquiries received through various channels, including email, mail, fax, chat, or phone.

- Collaborate as a cross-functional team member to contribute to company initiatives and goals.

- Demonstrate the core funding service department philosophies: Listen, Learn, and Lead.

- Perform other duties as assigned by the supervisor.

Core Competencies, Skills & Abilities:

- Excellent written and verbal communication skills.

- Ability to actively participate and work in cross-functional teams throughout the company.

- Strong problem analysis and problem-solving skills.

- Proficient with computers and demonstrated ability to learn new programs.

- Data entry and account management skills.

- Proven track record of identifying and implementing process improvements.

Position Requirements:

Education & Experience:

- Bachelor's degree preferred but not required.

- 2+ years of relevant communications experience and/or experience working with medical insurance.

- Bilingual in Spanish and English is desired but not required.

Physical, Time, Presence & Other Requirements:

- Work is performed in a standard office environment and requires the ability to operate standard office equipment.

- This is a full-time position with a schedule of 6:30am to 3:30pm

- Hybrid work environment, with onsite presence required 1-2 times per week.

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