Funding Customer Experience Coordinator

POSITION SUMMARY:

The Funding Customer Experience Coordinator is responsible for managing all internal and external communications for the funding team to ensure timely responses. In addition, this role would assist with developing communications frameworks for consistent messaging that supports high-quality service delivery. As part of the medical funding process, this role will work collaboratively with other AbleNet staff to provide an improvement-centric service experience with both internal and external customers.

POSITION RESPONSIBILITIES:

· Is responsible for maintaining and responding with best-in-class service to inquiries for the Funding Customer Experience Team via phone, email, chat and/ or video conference

· Ensuring that inquiries are responded within the timeframes outlined by management

· Keep records of customer interactions, recording details of inquiries, complaints, and comments, as well as actions taken in accordance with HIPAA policies

· Adhere to client privacy policies both AbleNet-determined as well as by HIPAA for compliance

· Attain and maintain proficient working knowledge of the customer relations system [Salesforce], Microsoft Office products, and other supporting databases

· Work as a cross-functional team member that adds to the development of AbleNet and supports company initiatives and goals

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

· All other duties as assigned by supervisor

CORE COMPETENCIES, SKILLS & ABILITIES:

1. Excellent written and verbal communication skills 

2. Actively participate and work in cross-functional teams throughout the company 

3. Efficient problem analysis and problem-solving skills 

4. Computer literate with demonstrated ability to learn new programs  

5. Data entry and/or account management skills  

6. Demonstrated track record of identifying and implementing process improvements

7. Bilingual in Spanish preferred but not required. 

POSITION REQUIREMENTS:

1. Located near San Diego, California and willing to commute to our California office for onsite days. Address – 3111 Camino Del Rio North, Suite 423, San Diego, CA 92108

2. Ability to work 8:00am to 5:00pm Pacific Time

Education & Experience

Will experience be accepted in lieu of education requirements?

• Bachelor’s degree preferred but not required
• 2+ years of relevant communications experience and/or work experience with Medical Insurance

☐ Yes

☐ No

If yes, how many years?

Physical, Time, Presence & Other Requirements

Standard Office Environment: Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards.

Full-Time, Exempt employees work an average of 40 hours per week. Additional hours may be required as necessary.

Hybrid: Part-time onsite presence is required