Summary
Location
Corona
Type
full-time
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About this role
Description
Position Overview:
The Customer Care Coordinator will be responsible for providing front-line support to all of our referral sources and customers. The position requires you to provide exceptional customer service while handling a high volume of customer orders/calls. The Customer Care Representative will need to have the ability to multi-task, be detail oriented, and well-organized, as the position requires a lot of follow-ups to be able to complete the orders/calls.
Start Date for the new training class will be 02/16/2026
Essential Job Functions:
- Receive incoming orders/communication via fax, email, or other platforms from referral sources and customers
- Answer high volume of incoming telephone calls from referral sources and customers
- Utilize technology initiatives and platforms, such as (but not limited to) HIPAA-compliant text, chat features, and other communication avenues as established by the company
- Verify insurance eligibility and coverage
- Provide exceptional customer service while speaking on the phone
- Complete member intake, create and schedule orders accurately based on established quality assurance standards
- Ensure data is entered accurately and in a time-sensitive manner
- Inform patients of applicable copays, financial obligations, purchase vs rental options
- Completely document patients’ account with proper notes and account updates
- Follow up on all open tasks in a timely manner
- Maintains working knowledge of current home care products and services offered by SG Homecare and all applicable insurance guidelines regarding eligibility for coverage and reimbursement
- Adhere to all applicable guidelines, including HIPAA, OSHA requirements, and account sensitivity
- Work with patients, insurance companies, payors, and physicians to ensure all documentation is received
- Adhere to the policies and procedures of the company and processes set forth by the Customer Care leadership
- Reports to work daily, on time, and ready to work
- Must participate in mandatory on-call and call-back program to respond to emergencies
Requirements
Minimum Qualifications:
- High school diploma or equivalent required
- Minimum two years experience in a customer service
- At least one year of Call Center or medical / healthcare environment experience
- Excellent listening skills and communicate in an empathetic manner
- Able to operate office equipment including computers and supporting word processing, spreadsheet, and database applications. Working knowledge of Microsoft Office (i.e. Word, Excel, Outlook)
- Ability to communicate professionally and tactfully, both orally and in writing.
- Knowledge of major insurance carrier reimbursement guidelines and eligibility coverage is a plus
- Ability to work in a fast-paced environment, multitasking while keeping the focus on the customer
- Must be available to work evenings, weekends, and holidays if needed
Other facts
About Stance Health Solutions, Inc
Stance Health Solutions is a patient-centric healthcare company that enables our customers to live comfortably at home by providing reliable services and innovative solutions for every stage and every age. Stance Health Solutions is the result of two great companies coming together under one new name. Both Western Drug Medical Supply and SG Homecare were built as local, family-owned and operated companies. Through the merger, we are united and have strengthened our ability to provide comprehensive and exceptional patient care across all product lines through one team. Together, the combined expertise and commitment to exceptional service results in a powerful partnership that stands as one comprehensive, trusted resource for the quality delivery of care and support to patients and providers.
With over 70 years of combined trusted partnerships in the California healthcare market, we now currently manage dozens of capitated agreements providing coverage for million of patient members. We continue to develop relationships within this connected health ecosystem to establish a comprehensive network of excellence.
Our specialist expertise in a range of health solutions – now further strengthened as companion businesses – enables us to prioritize patient safety in every decision we make. This includes a commitment to curating quality, reliable and cost-effective supplies from leading vendors, following rigorous quality control and adhering to industry standards and certifications. We are proud to deliver comprehensive solutions across many DMEOP & Medical Supply categories.
We are proud to have an established geographic footprint that positions us to quickly service any California patient. With our two main facilities located in Glendale and Tustin, we also operate through our network of distribution centers across the state including San Bernardino, Fresno, Los Angeles, Bakersfield, Orange, Riverside, San Joaquin, Sacramento, and more.
What you'll do
- The Customer Care Coordinator is responsible for providing front-line support to referral sources and customers, handling a high volume of orders and calls. This includes verifying insurance eligibility, documenting patient accounts, and ensuring exceptional customer service.
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