Customer Care Coordinator - Remote Work Possibilities

At VGM we live by a common set of values that we call our POWER of ONE PRINCIPLES. These are the behaviors that guide how we WORK TOGETHER, how we TREAT ONE ANOTHER and how we SERVE OTHERS. As you consider VGM your future career home we want to highlight that employees will be well compensated as owners of the company [yes, we are 100% employee owned] and have opportunities for growth within VGM - the power to CREATE YOUR FUTURE. In addition to challenging and meaningful work, VGM aspires to MAKE A DIFFERENCE every day in the lives of those we serve and our communities with opportunities to give back and participate in volunteer opportunities. We give our employees the freedom and resources they need, backed by our culture of collaboration and diverse thought, to continue innovating and advancing our services - if you want to be empowered to MAKE A DIFFERENCE, you'll love it here. Click here to view a day in the life of this VGM job - Customer Care Coordinator: https://player.vimeo.com/video/671217309?h=5108c6d93e&badge=0&autopause=0&player_id=0&app_id=58479%22

VGM Job Summary

As a Customer Care Coordinator with VGM HOMELINK, you will be responsible for the verification of insurance coverage and the coordination of delivery for a full spectrum of durable medical equipment, orthotics and prosthetics, medical supplies, transportation services and home care services from a call center operation. In this role individuals will be working with healthcare professionals, medical equipment providers and insurance companies all while ensuring patients receive the highest standard of care. Commitment to in-depth knowledge of our insurance carrier contracts and expectations, as well as high-quality standards and timeliness are crucial to success in this role. This VGM job is fast-paced and ever changing; individuals with high energy and passion for exceeding expectations are encouraged to apply. This VGM job functions in a call-center environment and at minimum 75% of this role will included communication via phone with in-coming and out-going calls.

Working Location: Our main VGM campus is located in Waterloo, Iowaremote / work-from-home possibilities can be explored for this role post training and meeting performance expectations *(work from home not guaranteed)

Hours: Full-time (40 hours/week) and Part-time (20-25 hours/week) opportunities, 1st shift 8am-5pm Central Standard Time and 2nd shift 10am-7pm Central Standard Time, Monday - Friday

Compensation: Hourly/Non-exempt

Responsibilities/Duties of this VGM Job

The first few weeks on the job will be spent as a VGM Customer Care Coordinator in-training, learning the business objectives, software systems used and job specific goals. Upon completion of training for the Customer Care Coordinator job an individual will be trained to perform the tasks of the designated role. The role may include one or more of the following key responsibilities:

• Perform duties successfully in a call center environment; answer calls and making calls in a timely and professionally manner, and secure referral orders by telephone, fax, and electronic means. At minimum 75% of this role will included communication via phone.
• Contacts payer sources to verify or obtain eligibility, benefits, and/or authorization for items or services requested
• Coordinates the delivery of medical equipment and other healthcare services, including contacting the patient, provider, or on-line tracking system to confirm items were delivered and/or services rendered
• Obtains and sends appropriate clinical documentation to payer sources by fax or electronic means to assist them in determining the medical necessity of medical equipment and other healthcare services
• Communicates with supervisor, other PCC's, and external parties to keep them informed of order status, including outlying situations that could affect the referral
• Collects and enters accurate and detailed patient, provider, and payer information into the Company's claims platform on a real-time basis to prevent delays in billing or services
• Answers questions from patients, providers, Company staff, and payer sources
• Ensures patients receive a high standard of service delivery and care through a series of follow-up quality questions to ensure Company quality standards are being met
• Identifies and resolves service issues and complaints
• Intake of new orders as needed during busy times, even if not the primary job responsibility of the PCC
• Knowledge of VGM Company policy and procedures and regulatory, contractual, and accreditation requirements
• Reviews orders to ensure they are setup with accurate coding, quantity, and pricing
• Availability for after hours on-call coverage
• Follows strict confidentiality and HIPAA privacy and security guidelines
• Performs other duties as assigned

*Key responsibilities do not include conducting utilization management activities that require clinical judgement or interpretation of clinical information, including issuing denials of service authorization requests

VGM Job Qualifications

Skills and competencies:

• High comfort level in phone communication as this role primarily operates in a call center environment
• Customer service focused
• High degree of integrity and trust
• Ability to multitask and prioritize
• Possesses strong time management and organization skills
• Detailed oriented
• Works well under pressure and is punctual
• Flexible with the ability to routinely adapt to change
• Team player with excellent communication skills
• Preferred: Knowledge of various healthcare industry billing and/or coding terminologies such as ICD-10, HCPCS, CPT, modifiers, and various Medicare NCD's and LCD's

Education/Experience:

• High School diploma/GED desired
• Equivalent professional experience preferred
• Must comply with continuing education per Company, regulatory, contractual, and accreditation requirements

Physical Requirements:

• Operation of office equipment and using technology efficiently such as computers, phones, misc. office equipment
• Visual abilities to include reading, distance vision and peripheral vision

VGM Values

Our values drive how we work and who we hire for our VGM jobs. You will see these values ingrained in how we support our customers and work with team members in the work environment we've created.

• MAKE A DIFFERENCE: Impact our customers by making their lives better or easier. Help our friends and neighbors in need by giving back to the community.
• FIND THE FUN IN YOUR DAY: We can't have fun without you. Connect with your colleagues, find enjoyment in your work, and don't forget to laugh.
• PROTECT OUR COMPANY: Embrace the benefits that technology provides but always be proactive in looking for cyber security or other threats.
• PROVIDE MEANINGFUL, MEMORABLE SERVICE: By cherishing our customers and providing excellent service, you make a direct impact in growing VGM and our ESOP.
• WELCOME CHANGE: Stay curious and engage with change. Look at the future by finding areas to improve and be open to new ideas•Inclusion: Support a diverse community where we all belong.
• CHEER EACH OTHER ON: Root for your fellow employee owners. Support them if they're having trouble and celebrate their successes.
• OWN YOUR OWNERSHIP: Take pride in your VGM employee ownership. Always put your best foot forward and work with purpose.
• CREATE YOUR FUTURE: Your future is in your hands. Every employee has equality of opportunity to learn, grow, and advance at VGM.

At VGM, you'll enjoy:

• Compensation: VGM jobs offer a highly competitive wage
• Company Ownership: VGM is 100% employee owned meaning employees can earn an annual gift of VGM stock equaling a portion of what you make.
• Fantastic Benefits: 401k and ROTH 401k with up to 3% company match, Health Benefits, HSA options - single to family, Dental, Vision, Short and Long-Term Disability, Term Life and Voluntary Life Insurance and a physician network where you reside
• Casual Dress: VGM has a casual work environment, we call it dress for your day.
• Involvement: Ability to participate in Employee Get Connected Groups, (VGM Young Professionals, Garden Club, Women In Leadership) Volunteering, Company wide celebrations, and more
• Work-life Balance: Paid Holidays with the Holiday of your Choice benefit, Paid maternity and Paternity leave, Foster and Adoption Assistance
• Health and Wellness: Free Walk-in Clinic to all employees & family members regardless of carrying VGM Insurance and 24/7 On-site fitness center and free fitness classes* [All in Waterloo]

This job description reflects the general duties of the job but is not a detailed description of all duties which may be inherent to the position. Reasonably related additional duties may be assigned to the individual Associate.

VGM Group, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.