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're part of our care coordination team or playing 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, and Win Together 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: In addition to 8 company holidays and 2 floating holidays 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 people the care they need when they need it, we want to do the same for our colleagues in their time of need. From a Colleague Assistance Program that offers free counseling and financial services to our One Call Foundation, a non-profit arm of our company that provides colleagues financial assistance during times of unexpected hardships.

JOB SUMMARY: 

Provides support to business by coordinating care to workers compensation patients via the telephone and/or Internet (e.g. instant message email). Handles inquiries and resolves simple and basic issues scheduling appointments or managing visits; and responsible for ensuring treatment is appropriately planned and managed from initial treatment visit to treatment completion and all customers are continuously updated and satisfied. Coordinates the dental treatment of assigned case files. For product or service-related issues will move patient to appropriate department. Performs other administrative duties as requested. 

GENERAL DUTIES & RESPONSIBILITIES:  

Customer Support: 80% 

• Serves as primary contact for coordination of care and patient issues. Escalates more technical or medical-related issues to the proper department. 

• Coordinates internal and external resources in order to ensure files move forward within established timeframes.  

• Prioritizes daily activities in a manner that all assignments are completed. Reviews and responds to any requests from clients provider claimant or supervisor and performs necessary action steps within 48 hrs. 

• May take referrals from adjusters case managers and sales representatives and forward to appropriate department for processing. *Care coordinators do not process referrals – managed by the Intake department. 

• May process and resolve a high volume of patient inquiries about One Call products and services.   

• Utilizes appropriate tracking tools i.e. authorization logs Outlook Calendar or Portal Task function to ensure follow-up on critical timelines as outlined in One Call’s Dental department’s procedures for obtaining evaluations/notes tracking authorizations and contacting carriers.  

• Tracks and documents inbound support requests and ensures proper notation of problems or issues.  

• Enters new plans of treatment requesting pricing and clinical review.  

• Negotiates rates of reimbursement as applicable. Coordinates any special payment arrangements for non-contracted providers.  

 Critical Thinking: 10% 

• Troubleshoots patient problems; identifies the root cause of the problem; and uses tool and resources appropriately to determine how to resolve problems. Contacts dental provider or adjuster to obtain authorization for additional or continued service(s).   

• When unable to resolve the problem in a reasonable amount of time will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.  

• Engages in process improvement strategies by providing constructive feedback on processes tools and resources. 

• May be required to test new IT applications and/or functionality for technical enhancements to the Dental platform. 

 Administrative: 10% 

• Requests all missing documentation such as notes claims state forms authorizations and images for each appointment as necessary. 

• Review all incoming documents for accuracy and legibility. Sends all supporting documentation and state forms to the customer. 

• Accurately estimates treatment dates by line item based on the approved treatment plan required healing time and all coordination between services to ensure accurate revenue forecasting.  

 EDUCATIONAL AND EXPERIENCE REQUIREMENTS: 

• High school diploma/GED required.  

• Certified Dental Assistant – highly preferred 

• Expanded Functions preferred or the equivalent combination of education training and work experience. 

GENERAL KNOWLEDGE SKILLS & ABILITIES: 

• Excellent verbal and written communication skills. 

• Excellent interpersonal and customer service skills. 

• Excellent organizational skills and attention to detail. 

• Excellent time management skills with a proven ability to meet deadlines. 

• Strong analytical and problem-solving skills. 

• Ability to function well in a high-paced and at times stressful environment. 

• Proficient with Microsoft Office. To perform this job successfully an individual should have intermediate skills in Microsoft Outlook; Microsoft Word; Microsoft Excel; Internet Explorer; internet software and database software. 

PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENT: 

• For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit use hands and fingers speak and hear. 

• For roles located in the field; this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving) sit use hands and fingers speak and hear. 

• The employee is occasionally required to stand walk and lift objects (up to 10lbs weight; up to 4 ft. height). 

• Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus. 

• The work environment utilizes florescent lighting; noise level is moderate. 

• The emotional demand of the job may cause undue stress from but not limited to moderate/heavy workload. 

• Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position. 

• Please be advised this job description is subject to change at any time.