Customer Care Specialist (Cost Management)

The range for this role is $17.31 to $22.36

Actual base pay will be determined based on a successful candidate's work location, skills/abilities, experience, and education.

Interested applicants must be willing and able to work onsite minimum 4 times per week in our Melbourne, FL office.

The Mission

At Christian Care Ministry we believe that Christians can, and should, share in one another’s burdens. Through the use of Medi-Share®, a healthcare sharing ministry for Christians, we cultivate that belief. To that end, our Mission Statement is as follows: Connecting people to a Christ-centered community wellness experience based on faith, prayer, and personal responsibility.

The Team

Everyone at Christian Care Ministry is in agreement with our Statement of Faith, which outlines our core beliefs. Although we aren’t perfect people, we are serving our perfect God and our Members to the best of our ability.

The Job

Medi-Share differs from traditional insurance by emphasizing faith-based values and affordability. The Cost Management team aims to improve program sustainability by coordinating provisions, collecting medical records, and conducting cost steerage and bill audits, resulting in over $90 million saved annually. We strive to reduce stress for our members during critical healthcare situations so they can focus on their families.

In this position, the Customer Care Specialist (Cost Management Associate) manages a large caseload according to set processes across various work queues, such as medical records, administrative tasks, forms, files, refunds, and communication queues. The role involves communicating effectively with members and healthcare providers through phone calls, emails, and faxes.

Essential Job Duties & Responsibilities

• Support members as primary point of contact with providers in obtaining required medical records – including providing and receiving written and telephone communication
• Serve as primary point of contact with members in obtaining authorizations
• Work directly with providers to obtain refunds on inaccurately shared bills
• Effectively communicate guidelines to providers to retrieve necessary information and guide parties through established processes/procedures
• Forward, send, and/or label incoming documentation (i.e. forms, medical records, authorizations, legal, etc.) when applicable – providing accurate and detailed case notes in accordance with established processes
• Handle multiple cases and document appropriate notes & status in required billing system (i.e. SalesForce, CSI)
• Review reports to determine if cases need to be opened and worked by other internal team members
• Assess cases within queues, sending them to appropriate areas to work/review
• Keep leadership informed of high risk/high dollar cases
• Offer to pray with providers and members on every call
• Contribute to the exercise and expression of Christian Care Ministry’s Christian beliefs
• All other duties as assigned

Essential Skills & Abilities

• Adaptability: Ability to quickly learn, pivot, and apply process changes as needed.
• Critical Thinking & Problem Solving: Ability to diagnose complex problems and issues providing multiple, viable solutions.
• Interpersonal & Communication Skills: Ability to effectively communicate in verbal and written form. Must align all communication with the mission, vision, and values at CCM. Must be able to foster good relationships with co-workers and leadership.
• Reading Comprehension: Ability to read and interpret documents such as medical records, operating and maintenance instructions, and procedure manuals.
• Mathematical Skills: Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals.
• Computer Skills: Ability to use the internet, including e-mail and search engines, word processing and keyboard skills of at least 35 words per minute, ability to use a database system including how to update fields and basic knowledge of Microsoft Office (Excel, Word, and Outlook).
• Time Management Skills: Possesses a strong sense of prioritization and can organize the day accordingly. Ability to work effectively without supervision.
• Task Oriented: Self-motivated to complete