Office Coordinator

  • WellCare Health Plans Inc.
  • Charlotte, NC, USA
  • Aug 06, 2019
Full time Health Care

Job Description

Provides general office, project-related and administrative support for a designated field office location(s). Performs a wide variety of administrative tasks requiring initiative, strong attention to detail and working knowledge of the organization and programs. Work entails confidential and sensitive issues requiring a high degree of discretion. Responds to all escalated member complaints received through transferred phone calls and customer service management and resolve those issues.

 

Minimum experience or requirements:

Key Duties and Responsibilities

Serves as office administrator for field office, providing administrative oversight and coordination for field staff.

Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified.

Performs clericals support, maintains phone log, prepares routine and special reports, schedules and coordinates meetings, arranges travel, operates and maintains general office equipment, screens and directs incoming calls, greets visitors, maintains confidential files and maintains management's calendars.

Identifies opportunities to improve department results, communications and operating efficiencies.

Logs, tracks and appropriately documents all issues utilizing on-line systems and procedures, and in accordance with all applicable guidelines and requirements.

Participates in cross-functional departmental planning sessions.

Performs other duties and special projects as assigned

Thoroughly researches issues and takes appropriate action to resolve them within turnaround time requirements and quality standards.

Identify root cause issues to ensure enterprise solutions and communicate findings as needed.

Acts as a liaison between internal departments on data gathering and problem solving while investigating problems of an unusual nature in the area of responsibility.

 

Additional Position Responsibilities – Optional

Responds to member, provider and other inquiries on-site for walk-in requests while meeting all corporate guidelines and performance standards.

Records, investigates and resolves member complaints as detailed in the Grievance Procedure narrative.

Supports field office member, provider and staff events, coordinates materials and invitations, and plans and orders food where necessary.

Occasional work during non-business hours and weekends is required.

Works closely with the Medicaid and Medicare MOS to understand the opportunities to maximize the use of the center and to operate the facility effectively, i.e. ensure the space configuration is appropriate for the use, conference rooms are booked accurately, cleaning is done timely and properly, restrooms are accessible, clean and stocked.

Performs PRR review for POC and Credentialing team, documenting reoccurring issues.

Builds and maintains partnerships with local associations, organizations, and that will provide additional marketing opportunities.

Maintains accurate data regarding community activity in tracking system.

Researches issues pertaining to and participates in the State Fair Hearing for members that are looking to change plans.

 

 

MINIMUM QUALIFICATIONS

Education

State the minimum required for the job

Education Level

Education Details

Required/Preferred

A High School or GED

 

Required

An Associate's Degree in a related field

 

Preferred

 

Work Experience

State the minimum required for the job

Experience Level

Experience Details

Required/Preferred

3+ years of experience in

general office administration and support

Required

Other

Strong written and verbal communication skills and an ability to work with people from diverse backgrounds

Required