Care Coordinator I -T&L at Central Intake

Posted in Other 30+ days ago.

This job brought to you by Careerbuilder

Location: Jacksonville, Florida





Job Description:
<p><span style="font-family: Arial;"><strong><span style="color: rgb(0, 0, 0);">Care Coordinator I -T&L</span></strong></span></p><p style="margin: 0in 0in 0pt;"><span style="color: rgb(0, 0, 0); font-family: Arial;"><font size="2"><strong>Time Off: </strong>15 days of Paid Time plus 10 paid holidays in first year.</font></span></p><p style="margin: 0in 0in 0pt;"><span style="color: rgb(0, 0, 0); font-family: Arial;"><font size="2"><strong>Benefits: </strong>Medical, Dental, Vision, 401(k), and Company-paid Short/Long Term Disability.</font></span></p><p style="margin: 0in 0in 0pt;"><span style="color: rgb(0, 0, 0);"><b><font size="2" style="font-family: Arial;">&nbsp;</font></b></span></p><p style="margin: 0in 0in 0pt;"><span style="color: rgb(0, 0, 0);"><b><font size="2" style="font-family: Arial;">JOB SUMMARY:</font></b></span></p><p style="margin: 0in 0in 0pt;"><span style="color: rgb(0, 0, 0);"><b><font size="2" style="font-family: Arial;">&nbsp;</font></b></span></p><p style="margin: 0in 0in 0pt;"><span style="color: rgb(0, 0, 0); font-family: Arial;"><font size="2"><span style="font-family: Arial;">Provides customer support to business customers via the telephone and/or Internet (e.g. instant message, email). Handles customer inquiries and resolves simple and basic support issues, such as address changes, processing orders, warranty, or billing/payment. Performs other administrative duties as requested.</span><br></font></span></p><p style="margin: 0in 0in 0pt;"><span style="color: rgb(0, 0, 0); font-family: Arial;"><font size="2">&nbsp;</font></span></p><h3 style="margin-top: 0in;"><span style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0); font-family: Arial;"><b><font size="2"></font></b></span><b><font size="2" style="font-family: Arial;">GENERAL DUTIES &amp; RESPONSIBILITIES:</font></b></span></h3><ul><li><span style="color: rgb(0, 0, 0); font-family: Arial;"><font size="2">Provides customer support by phone, email, or instant message to business customers. Serves as primary contact for inbound/outbound customer issues.</font></span></li><li><span style="color: rgb(0, 0, 0);" size="2"><font size="2" style="font-family: Arial;">Processes a high volume of customer inquiries of One Call products and services.</font></span></li><li><span style="color: rgb(0, 0, 0);" size="2"><font size="2" style="font-family: Arial;">Troubleshoots customer problems, identifies the root cause of the problem, and uses tools and resources appropriately to determine how to resolve customer problems.</font></span></li><li><span style="color: rgb(0, 0, 0);" size="2"><font size="2" style="font-family: Arial;">Follow escalation protocol for unresolved issues that include continual coaching and mentoring to ensure proper escalation follow up.</font></span></li><li><span style="color: rgb(0, 0, 0);" size="2"><font size="2" style="font-family: Arial;">Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.</font></span></li><li><span style="color: rgb(0, 0, 0);" size="2"><font size="2" style="font-family: Arial;">Updates customer information and ensures accurate entry of contact information.</font></span></li><li><span style="color: rgb(0, 0, 0);" size="2"><font size="2" style="font-family: Arial;">Meets the standards of the job, such as quality standards, adherence to schedule, and average handle time.</font></span></li><li><span style="color: rgb(0, 0, 0); font-family: Arial;" size="2"><font size="2">May provide guidance and/or mentoring to less experienced Care Coordinators.</font></span></li></ul><h3 style="margin-top: 0in;"><span style="color: rgb(0, 0, 0); font-family: Arial;"><b><font size="2">EDUCATIONAL REQUIREMENTS:</font></b></span></h3><ul><li><span style="color: rgb(0, 0, 0); font-family: Arial;" size="2"><font size="2">High school diploma or GED is required for this role. Associate or Bachelor's degree is preferable; or the equivalent combination of education, training, and work experience.</font></span></li></ul><p><span style="color: rgb(0, 0, 0); font-family: Arial;"><b><font size="2">POSITION REQUIREMENTS:</font></b></span></p><ul><li><span style="color: rgb(0, 0, 0); font-family: Arial;"><font size="2">If working with federal government contract clients, an employee is required to receive federal government clearance for handling sensitive information. Employee is also required to receive annual security awareness training.</font></span></li></ul><h3 style="margin-top: 0in;"><span style="color: rgb(0, 0, 0); font-family: Arial;"><b><font size="2">GENERAL KNOWLEDGE, SKILLS &amp; ABILITIES:</font></b></span></h3><ul><li><span style="color: rgb(0, 0, 0); font-family: Arial;"><font size="2">Knowledge of the company's products, services and business operations to enable resolution of customer inquiries.</font></span></li><li><span style="color: rgb(0, 0, 0); font-family: Arial;" size="2"><font size="2">Excellent customer service skills that build high levels of customer satisfaction.</font></span></li><li><span style="color: rgb(0, 0, 0); font-family: Arial;" size="2"><font size="2">Excellent verbal and written communication skills.</font></span></li><li><span style="color: rgb(0, 0, 0); font-family: Arial;" size="2"><font size="2">Computer navigation and operation skills.</font></span></li><li><span style="color: rgb(0, 0, 0); font-family: Arial;" size="2"><font size="2">Demonstrates effective people skills and sensitivities when dealing with others.</font></span></li><li><span style="color: rgb(0, 0, 0); font-family: Arial;" size="2"><font size="2">Ability to work both independently and in a team environment.</font></span></li></ul><p style="margin: 0in 0in 0pt;"><span style="color: rgb(0, 0, 0); font-family: Arial;"><b><font size="2">PHYSICAL/EMOTIONAL DEMANDS &amp; WORK ENVIRONMENTS:</font></b></span></p><ul><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0pt;"><span style="color: rgb(0, 0, 0); font-family: Arial;"><font size="2">For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear.</font></span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0pt;"><span style="color: rgb(0, 0, 0); font-family: Arial;" size="2"><font size="2">For roles located in the field; this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving), sit, use hands and fingers, speak, and hear.</font></span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0pt;"><span style="color: rgb(0, 0, 0); font-family: Arial;" size="2"><font size="2">The employee is occasionally required to stand, walk, and lift objects (up to 10 lbs. weight; up to 4 ft. height).</font></span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0pt;"><span style="color: rgb(0, 0, 0); font-family: Arial;" size="2"><font size="2">Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus.</font></span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0pt;"><span style="color: rgb(0, 0, 0); font-family: Arial;" size="2"><font size="2">The work environment utilizes florescent lighting; noise level is moderate.</font></span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0pt;"><span style="color: rgb(0, 0, 0); font-family: Arial;" size="2"><font size="2">The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload.</font></span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0pt;"><span style="color: rgb(0, 0, 0); font-family: Arial;" size="2"><font size="2">Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position.</font></span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0pt;"><span style="color: rgb(0, 0, 0); font-family: Arial;" size="2"><font size="2">Please be advised the job description is subject to change at any time.</font></span></li></ul><p style="margin: 0in 0in 0pt;"><span style="color: rgb(0, 0, 0); font-family: Arial;"><font size="2"><b>Care Coordinator I</b></font></span></p><p style="margin: 0in 0in 0pt;"><span style="color: rgb(0, 0, 0); font-family: Arial;"><font size="2"><b><br></b>Basic skills with moderate level of proficiency. Generally performs a high volume of basic inquiries about One Call's products and services by following standard scripts and procedures. Works under close supervision without latitude for independent judgment. Consults with senior peers and team leads on non-complex issues to learn through experience. Typically requires zero to one year of experience in a call center or customer service-related position in a service industry. Zero- 2 years of experience in the workers' compensation industry. Care Coordinator I's will handle one service line or more and will become knowledgeable in these areas before moving into a level II role.&nbsp;</font></span></p><p style="margin: 0in 0in 0pt;"><span style="color: rgb(0, 0, 0); font-family: Arial;"><b><font size="2">&nbsp;</font></b></span></p><p style="margin: 0in 0in 0pt;"><span style="color: rgb(0, 0, 0); font-family: Arial;"><font size="2">E</font></span><span style="color: rgb(0, 0, 0); font-family: Arial;"><font size="2">EO Employer</font></span></p><p style="margin: 0in 0in 0pt;"><span style="color: rgb(0, 0, 0); font-family: Arial;"><font size="2">&nbsp;</font></span></p><p style="margin: 0in 0in 0pt;"><span style="color: rgb(0, 0, 0); font-family: Arial;"><font size="2"><br>841 Prudential Dr, Suite 204<br>Jacksonville, FL, 32207<br>United States <br></font></span></p><h3 style="margin: 0in 0in 0pt;"></h3>