One Call

Join Our Team and Make a Difference! 

Are you looking for an impactful role where you finish the workday knowing you helped someone? Whether you are part of our care coordination team or play a supporting role, the work our colleagues do every day enables us to collectively reach our mission of getting people the care they need when they need it. By staying committed to our core values of Think Big, Go Fast, Deliver Awe, Win Together and Care Deeply, we can positively impact the lives of the injured workers we serve and get them back to the things that matter most in life.

Salary Range:

This compensation range considers a wide range of factors, including, but not limited to, skill set, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate is not adjusted for geographic differential associated with the location where the position may be filled. At One Call, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case.

What We Provide in Return for Your Commitment to Our Mission 
We offer a vast array of benefits to help support the whole you, including:

• Remote Work: We are a remote-first company, and almost all positions receive the flexibility of working from home.
• Generous Time Off: Besides 8 company holidays and 2 personal days every year, all colleagues receive a minimum of 18 days of paid time off. 
• Comprehensive Benefits Package: Including medical, dental, vision, and pet insurance; 401(k) matching program; and company-paid life insurance and short and long-term disability coverage.
• Supportive Services: Just like our colleagues get injured workers the care they need when they need it, we want to do the same for our colleagues in their time of need. We offer a Colleague Assistance Program that provides free counseling and financial services, and our One Call Foundation, a non-profit arm of our company, provides colleagues financial assistance during times of unexpected hardships.

JOB SUMMARY: 

The Medical Service Coordinator serves as primary contact for coordination of medical services and patient care and will address and resolve simple to complex inquiries with clients, patients, and providers. The Medical Service Coordinator may serve as mentor/coach to less experienced colleagues to assist in elevating their skills. This position may be asked to perform other administrative duties such as running and interpreting reports, billing responsibilities, and any other administrative duties, as requested. 
 
ESSENTIAL DUTIES & RESPONSIBILITIES: 

Customer Care: 70%

• Works independently to address routine and complex client inquiries that deviate from normal issues for one or more service lines. 
• Adept at effectively resolving client escalations with latitude for independent judgment. 
• Play lead role in resolving low-moderate level escalations for best client outcomes. 
• Uses root cause analysis methods to identify and resolve the client’s underlying needs. 
• Consistently demonstrates all of the seven qualities of exceptional care in serving clients (friendliness, empathy, empowerment, accountability, knowledge, resilience fairness and providing “plus 1” service). 

 Collaboration: 10%

• Provide prompt, accurate and clear information to clients. 
• Identifies, communicates and implements best practice and solutions to improve the client experience based on market and industry trends. 
• Mentor client care colleagues on approaches to effectively handle client interactions.

 Administration: 20% 

• Perform extensive research, analyze, and provide resolutions to low-moderate inquiries within a reasonable amount of time.
• Organize time and workload to ensure follow up on items is done timely and appropriately.
• Provide detail for any system/client notes that reduces the need for clarification or follow up.
• Ability to run reports, interpret data, and provide action items based on same. 
• Meet or exceed KPIs established for your role and area.
• Navigate multiple software systems as appropriate to document and/or obtain information for inquiries.
• Demonstrates an understanding of HIPAA and other regulatory requirements and applies it to daily work interactions.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS: 

• 2 years of post-high school education or 3+ years of experience is required for this role. Associate or Bachelor’s degree is preferable, or the equivalent combination of education, training, and work experience. 

ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES: 

• Knowledge of the company’s products, services and business operations to enable resolution of inquiries.
• Proficient customer service skills that build the highest levels of client satisfaction
• Proficient verbal and written communication skills
• Proficient level computer navigation and operation skills
• Demonstrates highly proficient people skills and empathy when taking care of clients.
• Ability to work both independently and in a team environment.
• Ability to work in an environment that aligns with the company's diversity, equity, inclusion and belonging standards. 
• Ability to work both independently and in a team environment. 
• Demonstrate our core values of Think Big, Go Fast, Deliver Awe, and Win Together. 

 
PHYSICAL/MENTAL DEMANDS & WORK ENVIRONMENT: 

• This position will be performed in the colleague’s home. Work-from-home requirements include the colleague’s ability to set up computer equipment within their home office. 
• This job is primarily sedentary and may involve repetitive motions; the colleague must be able to remain in a stationary position for extended periods of time, operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others, simultaneously. 
• The colleague must be able to discern text displayed on a monitor, input data into specific fields using a keyboard, and adjust focus to distances of up to three feet. 
• The colleague must have the ability to learn new tasks, follow established processes, maintain focus, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that have a speed or productivity requirement. 
• The colleague must be able to manage moderate to significant mental stress as a result of, but not limited to, a dynamic and heavy workload. 

Please be advised that job descriptions typically change over time as business needs, job requirements, and employee skill levels change. As such, One Call retains the right to change or assign other duties to this position at any time.  

Medical Services Coordinator Sr. 

• Addresses complex client inquiries acting as an escalation point for resolving the most difficult client concerns.
• Leads the implementation of changes and improvements to client support strategies for one or more service lines.
• Mentor customer care colleague for development of customer care skills and tasks
• Serves as subject matter expert for less-experienced customer care colleagues to answer questions on process, problem solving or any other daily-complex matters that may come up.
• Monitor industry trends and provide recommendations to adjust action plans and procedures to account for new developments and changes.
• Play lead role in ensuring SOPs are up to date to include rewrites when necessary.
• Partners with stakeholders (internal/external) to gather feedback and communicate to leadership to improve the client experience.