Essential Job Duties and Responsibilities:
The role of the Healthcare Coordinating Specialist (HCS) is to coordinate the medical appointments between medical providers and clients The HCS is responsible for overall case management and coordinating to ensure clients are sent to the right health care providers.
Excellent Japanese and English skill is required for this position.
Description:
Key Responsibilities
- To assist clients with coordinating medical appointments with Japan local health providers
- Manage all existing open cases on behalf of Civilian employees of the DOD US Federal Employee Health Benefit (FEHB) Program in line with the relevant operational procedures.
- Attend to all new appointment requests in a timely and professional manner in co-ordination with guidance from CNs .
- Maintain clear and accurate case notes/records and within the relevant systems and tools to ensure the case reflects the most up to date status.
- Take ownership of all urgent cases and use proper escalation procedures.
- Escalating cases and requests where required and providing updates to stakeholders in a timely manner.
- Make outbound calls to follow up with beneficiaries and providers on claims queries, when appropriate
- Respond to all queries from beneficiaries and providers with a solutions focused mindset.
- Remaining up to date with all updated protocols and procedures.
- Work closely with Customer Operations Specialists, Coordinating Nurses and related stakeholders to close cases in a timely manner
- Maintain effective relationship with our providers.
Required Work Experience
For experienced professionals:
- Experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
- 2-3 years customer service year experience, via phone, chat, email or physical correspondence
- Bachelor's degree in any field
For New grad/entry level candidates:
- Bachelor's degree in any field
- Willingness to learn and adapt the new knowledge and system
Required Languages
- Business level written and spoken English is an explicit requirement of the role
- Fluent in written and spoken Japanese
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