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: 

The MSC 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 MSC 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.  

GENERAL DUTIES & RESPONSIBILITIES:  

Medical Services Coordinator I: Capable to Inspirational Level of Proficiency 

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 outcome. 

• 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 practices 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 HIPPA and other regulatory requirement and apply 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. 

GENERAL 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. 

PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENT: 

• If working with federal government contract clients colleague is required to receive federal government clearance for handling sensitive information. Colleague is also required to receive annual security awareness training. 

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

• Hardwired (ethernet) internet with proof of upload/download speeds required.  

• The colleague 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. 

ADDITIONAL LEVELS WITHIN JOB FAMILY  

Medical Services Coordinator II (Inspirational Level of Proficiency) 

Includes all the above and:  

• Serves as subject matter expert for initiatives and projects involving client care. 

• Identifies strategies to address workflows call volumes and case file requirements due to unforeseen circumstances or increases in demand. 

• Serves as subject matter expert for less-experienced customer care colleagues to answer questions on process problem solving or any other daily matters that may come up.  

• Play lead role in resolving low-difficult escalations to provide the best client outcome. 

Medical Services Coordinator Sr. (Transformational Level of Proficiency) 

Includes all the above and: 

• 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.