Service Coordinator (Personal Services)

Position is in Missoula, MT

Do you have a proven customer service background with the ability to think quickly, problem solve, and operate with a sense of urgency? Are you able to tactfully and professionally deescalate situations while providing top quality service?

We are looking for 3 Service Coordinators to add to our team. These individuals will support our Veterans by providing excellent customer service and assistance.

QTC Medical is a government contractor and subsidiary of Leidos, a FORTUNE® 500 science and technology leader. We are the largest provider of disability (pension) and occupational health examination services. A few of our clients include U.S. Department of Veteran Affairs (VA), Department of Justice, U.S. Department of Labor and several others. With over 90 clinics nationwide, we've been serving communities for over 40 years. We offer a competitive compensation package including quarterly bonuses and annual merit review increases, comprehensive health benefits, substantial opportunity for growth, tuition reimbursement and career development.

We offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance, and we are proud to provide an employment package that attracts, develops and retains the best talent: 

• Competitive compensation and quarterly bonuses
• Tuition reimbursement
• A 50% company match of your pre- and post-tax contributions up to 6% of your salary, including immediate vesting of company contributions
• Generous paid time off (minimum of 14 days/year), as well as 9 paid holidays
• Access to flexible benefits, including health and wellness programs, long and short term disability, an employee assistance program, employee referral bonuses, credit union access and flexible spending accounts
• An inclusive and ethical work place

Summary:

Under close supervision, the Service Coordinator is responsible for completing routine administrative, customer service and reporting tasks, which include, but are not limited to, noting and resolving customer/claimant inquiries, evaluating and/or researching claimant feedback around their appointment with the provider (both positive and negative), managing calls and correspondence to ensure a positive customer experience, and resolving mileage check concerns. This position collaborates with internal and external teams to address and resolve service tickets escalated by the Call Center, Case Specialists, or Provider Utilization Coordinators, up to and including abnormal lab results and White House tickets. This position is also responsible for providing exceptional customer service in all interactions.

Essential Duties and Responsibilities:

• Evaluate claimant concerns and inquiries concerning their appointments with the medical practitioner, including facility quality, service provider behaviors and communication skills, and transportation; initiate investigative process for negative feedback from claimant
• As part of the investigative process, utilize established procedure to launch a customer survey; note findings of customer survey and close out ticket
• Responsible for resolving issues raised during the course of claimant exam evaluation and complete an incident report, if applicable

• Handle mileage check concerns and issues, up to and including the issuance of stop payments and advance mileage checks; assist claimants erroneously billed for medical services
• Coordinate transportation services for claimants unable to drive themselves to the appointment, including Lyft, Sedan, and Wheelchair arrangements through a third-party transportation vendor
• Assist with the development and implementation of new systems, processes, and procedures for improving the customer experience; participate in user acceptance testing (‘UAT'), as needed
• Perform other duties and responsibilities as assigned

Competencies:

• Ability to manage competing priorities with a sense of urgency; solid time-management skills
• Ability to work to work both in a team environment as well as independently, take initiative and be self-motivated within a high-volume and fast-paced environment
• Possess organizational and follow-up skills with a strong attention to detail
• Basic computer skills and web-based applications; ability to learn new programs based on business needs; basic skills with MS Office; strong emphasis with Excel
• Basic critical thinking, problem-solving, analytical and trouble-shooting skills; knowledge of business and accounting processes
• Ability to use Tableau, SharePoint programs, and navigate multiple systems at the same time to perform daily tasks.
• Solid communication and customer service skills, both verbal and written for internal and external stakeholders with the ability to resolve into elements and explain decisions and outcomes
• Coping skills necessary to interact with individuals who may have experienced a traumatic event

• Working knowledge of medical terminology
• Solid understanding of HIPAA privacy practices

Education and/or Experience: 

• High School diploma, or equivalent (GED)
• 1+ years of customer service experience with ability to deescalate situations and problem solve with a sense of urgency.
• Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

 Pay and Benefits  

Hourly Rate: 15.00- 16.60/ hour

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, performance-related bonuses, health and wellness programs, student loan repayment and tuition reimbursement, paid leave and retirement. More details are available here.  

The QTC pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. 

QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) Customer Service