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About the Role
The Healthcare Coordinating Specialist (HCS) role is responsible for coordinating medical appointments between medical providers and clients, managing overall case management, and ensuring clients are directed to the appropriate healthcare providers. Excellent Japanese and English skills are required.
Responsibilities
- Assist clients with coordinating medical appointments with local health providers in Japan.
- Manage all existing open cases for Civilian employees of the DOD US Federal Employee Health Benefit (FEHB) Program according to operational procedures.
- Attend to new appointment requests promptly and professionally, following guidance from CNs.
- Maintain clear and accurate case notes and records within relevant systems to reflect the most up-to-date status.
- Take ownership of urgent cases and utilize proper escalation procedures.
- Escalate cases and requests as needed, providing timely updates to stakeholders.
- 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.
- Stay updated with all updated protocols and procedures.
- Collaborate with Customer Operations Specialists, Coordinating Nurses, and related stakeholders to close cases efficiently.
- Maintain effective relationships with providers.
Requirements
- Experience in a related environment (office, administrative, clerical, customer service) using phones and computers.
- 2-3 years of customer service experience via phone, chat, email, or physical correspondence.
- Bachelor's degree in any field.
- Willingness to learn and adapt to new knowledge and systems (for new grads/entry-level).
Skills
- Case management
- Appointment coordination
- Customer service
- Communication
- Problem-solving
- Record keeping
- Escalation procedures
- Stakeholder management
- Provider relations
Location
- Onsite
Work Type
- Full-time
Experience Level
- Entry level
- Experienced professionals
Education Level
- Bachelor's degree