Temporary Customer Service Coordinator

 

 

WHO WE ARE:

24 Hour Home Care is a trusted in-home care company committed to making a positive impact in people's lives every day. For more than 15 years, it has delivered high-quality and personalized caregiving services to people of all ages and individuals with developmental and intellectual disabilities. Today, it provides caregiving services to more than 16,000 clients and employs more than 16,000 caregivers. By putting people first, striving for excellence, and investing in purposeful innovation, 24 Hour Home Care redefines what it means to care. Learn more at www.24hrcares.com.  

WHO YOU ARE:

You are a passionate and performance-driven team player, eager to take on a key role in our company’s growth. You embody Team 24’s Care & Compete Principles and Competencies: 

 

In the spirit of Own(ing) It With Courage, we encourage you to check out our Glassdoor Page to learn more about 24 Hour Home Care and to leave a review about your experience: 24 Hour Home Care: Glassdoor Page

Sound interesting? Read on for more details! 

 

THE ROLE:

This person will be responsible for managing the member journey post-admission, this role includes maintaining ongoing communication with members and caregivers to ensure that authorized hours are utilized and managed appropriately each month. The role involves continual outreach and coordination to determine if an extension of authorization is needed, understanding member eligibility, and working closely with funding sources and/or health plans to ensure high-quality, uninterrupted care services for members of our Community Supports division. This position requires proactive outreach to caregivers, members, and funding sources, problem-solving, and collaboration with various teams to deliver exceptional member and caregiver experiences, maximizing our impact on those we serve. Knowledge of Community Supports service models is essential to ensure compliance with all requirements.

Responsibilities include: 

• Cultivating strong relationships with caregivers, members, and funding partners as primary contact.
• Ensure efficient member hour utilization and address overuse or underuse proactively.
• Manage Salesforce cases promptly for utilization and reauthorization.
• Streamline reauthorization processes with timely extensions and documentation.
• Collaborate with health plans for smooth service reauthorizations.
• Handle inbound communications for swift issue resolution.

 This is a hybrid position, coming into our El Segundo office at least 1x a month. 

This is a temporary position.

 

WHAT YOU BRING TO THE TABLE:

Qualifications and Education Requirements:

• 1-3+ years of customer service experience in service-oriented roles.
• Bilingual in Spanish.
• Experience with ticket management systems.
• Ability to handle high-volume communications.
• Excellent verbal and written communication skills.
• Proficiency in MS Office (Word, Excel, Outlook) and Salesforce.
• Strong ability to work under pressure, meet deadlines, and maintain a positive attitude.
• Goal-oriented with a history of meeting or exceeding goals.

Skills:

• Effective communication: Builds relationships, presents clear ideas, and communicates effectively with customers.
• Problem-solving: Identifies issues, provides recommendations, and suggests solutions.
• Attention to detail: Ensures precision and accuracy in critical information and documents.
• Analytical: Analyzes data, identifies trends, and proposes forward-moving solutions.
• Time management: Exceptional organizational skills in fast-paced environments.
• Good judgment: Makes well-reasoned decisions by evaluating outcomes and