R18779 Occupational Medicine Customer Service Coordinator

About Our Company

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com.

Job Description

The Occupational Medicine Customer Service Coordinator will be a remote position with periodic in-office days based on departmental needs. The individual employed in this position will be responsible for providing daily support to the Occupational Medicine Department serving as the customer service liaison for sales, operations and back-of-house administration. The Occupational Medicine sector of CityMD includes employee screening services and on-the-job injury treatments (Workers’ Compensation) for employers. 

Duties and Responsibilities  

The primary duties and responsibilities of the Occupational Medicine Customer Service Coordinator are: 

• Act as customer service liaison for Occupational Medicine Team by serving as the initial point of entry to the department, managing all contacts through multiple channels.
• Triage calls and emails to appropriate team members including but not limited to Sales, Operations, Aftercare, Case Management and Billing
• Resolve customer problems by clarifying their complaint, determining the cause of the problem, and providing appropriate solutions to ensure resolution
• Responsible for maintaining a high level of professionalism and working to establish a positive rapport with every contact.
• Provide daily support to sales team by assisting employer accounts’ requests including but not limited to transmitting results and forms, answering questions regarding services performed, assisting with issues, educating on protocol, etc.
• Responsible for transmitting exam results to select employer accounts on a daily basis
• Collaborate with Operations site staff on a daily basis to assist with employer needs and troubleshoot issues
• Log errors related to Occupational Medicine using CRM Salesforce to report to Operations leadership with the goal to improve our Occupational Medicine services and offerings
• Maintain relationships with employer accounts through ongoing communication and touchpoints
• Assist with execution of the onboarding program for new employer accounts
• Track and maintain up-to-date account information and activities in Salesforce CRM
• Support all aspects of CityMD’s Occupational Medicine Sales, Service and Operation initiatives
• Work closely with other departments including but not limited to Operations, Academy, Marketing, Billing, Aftercare, Case Management, IT and Analytics to meet client needs, drive volume and ensure seamless operation processes for customer experience
• Log activity and maintain employer account information daily using CRM (Salesforce)
• Attend weekly department meetings to review progress of team goals and report progress 
• Perform other duties as assigned

Qualifications  

A candidate’s qualifications will include: 

• Bachelor’s Degree in Business, Marketing, Hospitality Management, Public Health or other applicable degree preferred
• Proven customer support experience
• Proficient in Microsoft Office (Excel, PowerPoint, Word)
• Strong understanding of all services offered within Occupational Medicine and ability to effectively communicate these services with expertise to both existing and prospective clients 
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Exceptional customer service and interpersonal skills
• Ability to work well independently and in a team environment
• Positive attitude and ability to project this around others
• Strong multitasking and organizational skills
• High attention to detail
• Ability to work in a fast-paced, ever-changing environment
• Ability to remain professional and courteous with customers at all times
• Excellent verbal and written communication skills
• Experience in customer relationship management systems preferred (CRM Salesforce)
• Must exhibit passion for outstanding results and compassion for those we work with and serve

Physical Requirements 

This job may require, from time to time, repetitive tasks with few breaks.  

This is a non-exempt position. The base compensation range for this role is $20.00-$23.00 per hour.  At VillageMD, compensation is based on several factors including, but not limited to education, work experience, certifications, location, etc.  The selected candidate will be eligible for a valuable company benefits plan, including health insurance, dental insurance, life insurance, and access to a 401k plan.

About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families.  Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.