Are you looking for a purposeful career that will make a difference in the patient community? At CCS, our approach to at-home patient care is redefining chronic care management. We are seeking individuals that will thrive in a patient-centric dynamic environment. If you are an attentive listener, fast-thinker, and problem-solver, with the ability to relate to different people, you are a match for CCS.

As a Customer Experience Administrator primary responsibilities include supporting the Customer Experience Manager by leading responses to escalated oral or written expressions of dissatisfaction received from patients regarding services or supplies rendered pursuant to the Patient Related Complaints policy. Specifically, addresses patient concerns where 1) there is a potential violation of HIPAA, Medicare Supplier Standards, or the law, or 2) patient is potentially unable to perform medical treatment as a result of company error or is irate and/or makes a threat to cancel and patient's complaints were not resolved operationally to the patient's satisfaction. This includes direct communication with CCS Leadership, Legal, and outside health plans. Duties may also include generation of patient correspondence; coordination of response with legal/compliance activities; and administrative support as well as routine office related functions.

Alaska, California, Colorado, Delaware, Hawaii, Idaho, Maine, Montana, Nevada, New Hampshire, New York, North Dakota, Rhode Island, South Dakota, Vermont, Washington, Wyoming; residents are not eligible.

Works to resolve patient services issues including responding to including but not limited to patient complaints, processing of power of attorney/guardianship documents, records requests, subpoenas, and estate notices.
• Works independently to investigate, research, and document events leading to patient complaints, uses discretion to prepare written response to patient/payor to maintain their satisfaction and tracks status of complaints.
• Consults with CCS Leadership, if necessary, for their expertise and / or relevant input.
• Processes patient documentation timely, such as POAs, Guardianships, subpoenas, etc. to ensure patient orders are fulfilled timely.
• Analyzes and reports on customer experience and other results and identifying areas of improvement based on trends identified in the monthly/quarterly/annual reporting.
• Consults and works with Legal department to ensure responses adequately address patient/payor concerns.
• Reviews, drafts and revises CCS Medical Compliance Program policies and procedures.
• Provides support to Quality Assurance group in addressing verbal complaints.
• Maintains copies of complaints and files containing requests for information and investigations surrounding specific patient complaints in accordance with department standards.
• Maintains patient complaint log.
• Gathers and responds to requests for information.
• Remains current on compliance, billing and other applicable laws, rules and regulations to determine their effect on CCS Medical operations, policies and procedures.
• Always maintains a high degree of confidentiality due to access to sensitive information.
• Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department.
• Follows all Medicare, Medicaid, HIPAA, and Private Insurance regulations and requirements.
• Abides by all regulations, policies, procedures, and standards.

The successful candidate will be an independent self-starter that:

• Maintains positive internal and external customer service relationships.
• Maintains open lines of communication.
• Plans and organizes work effectively and ensures its completion timely and in accordance with established deadlines.
• Meets all productivity requirements.
• Demonstrates collaborative behavior and promotes a team-oriented environment.
• Actively participates in Continuous Quality Improvement.
• Represents the organization professionally at all times.

• Bachelor's degree (B.A.) from four-year college or university preferred; and 2 to 3 years of compliance analyst experience, customer experience analyst, or equivalent combination of education and experience.
• Read, analyze, and interpret general business periodicals, professional journals, technical procedures or government regulation documents and apply that information to job functions.
• Highly organized with strong attention to detail required.
• Excellent written and oral communication skills.
• Proficient in problem solving, creativity, independent thought and sound judgment.
• Familiarity with State and Federal payer guidelines as they relate to multiple CCS Medical product lines.
• Writes clear and understandable reports and business correspondence.
• Understands research and investigative concepts with the ability to apply them to the support of issue resolution and process improvement.
• Experience conducting research online and through other mediums.
• Proficient with Word, Excel, and PowerPoint.
• Good reasoning, multi-tasking abilities and time management.
• Maintains a professional, friendly manner at all times when dealing with employee-related issues.
• Facilitation/presentation, planning, organization, and execution skills.
• Judgment and decision-making and situational awareness.
• Be flexible, prepared, on time, willing to learn, and coachable.

Values

Certainty-The lives of the individuals we serve depend on our ability to execute. We commit to doing this every day.

• Use appropriate methods and a flexible interpersonal style to help build a cohesive and collaborative team based on a foundation of trust and transparency.Deliver what you commit to.

Compassion-We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction in every part of our business.

• Ensure that the patient is the driving force behind business decisions, implementing service practices that meet needs of both the patient and the organization.Treat other the way you want to be treated.

Advancement-We are endlessly looking for ways to progress and become more innovative in all things we do.

• Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals.Speak the truth.