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