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Care Coordinator I- Bilingual

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One Call

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Location:
United States

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

16.50 - 21.50 USD / Hour
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Job Description:

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.

Job Responsibility:

  • Provides customer support to business customers via the telephone and/or Internet
  • Handles customer inquiries and resolves simple and basic support issues such as address changes processing orders warranty or billing/payment
  • For product or service-related issues will move customer to appropriate Product Support Specialist
  • Performs other administrative duties as requested
  • Serves as primary contact for inbound customers issues
  • Escalates more technical product-related issues to the proper Product Support department
  • Processes a high volume of customer inquiries of One Call Care Management products and services and resolves a targeted percentage of those inquiries
  • Troubleshoots customer problems identifies the root cause of the problem and uses tool and resources appropriately to determine how to resolve customer problems
  • 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
  • Tracks and documents inbound support requests and ensures proper notation of customer problems or issues
  • Updates customer information and ensures accurate entry of contact information
  • Meets the standards of the job such as quality standards adherence to schedule and average handle time
  • May provide guidance and/or mentoring to less experienced Customer Service Associates - Business

Requirements:

  • A high school diploma or GED is required
  • Associate or Bachelor’s degree is preferable
  • or the equivalent combination of education training and work experience
  • Knowledge of the company’s products services and business operations to enable resolution of customer inquiries
  • Excellent customer service skills
  • Excellent verbal and written communication skills
  • Computer navigation and operation skills
  • Demonstrates effective people skills and sensitivities when dealing with others
  • 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
  • Demonstrate core values of Think Big Go Fast Deliver Awe and Win Together
  • Ability to set up computer equipment within their home office
  • 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
  • Ability to manage moderate to significant mental stress
What we offer:
  • 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: 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

Additional Information:

Job Posted:
December 11, 2025

Employment Type:
Fulltime
Work Type:
Remote work
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