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Company: Kelsey-Seybold
Location: Pearland
Posted on: May 3, 2021

Job Description:

Customer Service Experience Coordinator

Location: Pearland Administrative Office

Department: Kelsey Care Advantage

Job Type:Full Time


Kelsey-Seybold Clinic. Changing the way health cares.

Kelsey-Seybold Clinic is Houstons premier multispecialty group practice, founded in 1949 by Dr. Mavis Kelsey. With more than 21 clinic locations and more than 400 physicians, Kelsey-Seybold provides medical care in 55 medical specialties and is home to a nationally accredited Breast Diagnostic Center, Endoscopy Center, Infusion Center and Cancer Center. Our mission is to provide our team members with exceptional opportunities for professional and personal growth.


The (CSE) Customer Service Experience Coordinator assists the Member Services department with outreach activities to ensure a positive customer experience. The CSE Coordinator collects and analyzes data from Epic and other databases, prepares reports and provides improvement opportunities to department Manager and Director. The CSE Coordinator, manages clerical activities within KCA Member Services department including but not limited to processing and scanning release of information forms, member reimbursement requests, daily review of reports to ensure cases are appropriately distributed, incoming mail review and distribution and other duties as assigned. The position reports directly to the Customer Experience and Advocacy Manager. The CSE Coordinator also serves as a communication link and collaborator to other departments to escalate, research, identify workflow improvement opportunities across departments, and provide feedback to MS Management. CSE Coordinator is key to ensure the defined customer experience is delivered in every call and identifies training opportunities as needed. The CSE Coordinator remains accessible to MS Management staff daily for purposes of problem-solving on identified customer service issues, reviewing member accounts in EPIC to determine accuracy, identifies performance problems at the time they occur, provides feedback promptly and keep up with electronic Management resources within the Share Drive and SharePoint.


(A = basics; B = preferred)



High School diploma


Associates or bachelors degree



5+ years of experience in a Medicare Advantage organization and the following:
o Competent working knowledge of health insurance plans including Prescription Drug Benefits
o Demonstrated knowledge of CMS Regulations and Texas Department of Insurance Regulations including working knowledge of member complaints, grievance, and appeals processing
3 years acting as a team lead


3 years of Supervisory experience
Previous Experience using a call documentation system and phone auditing systems




Special Skills


  • Experience using Microsoft Excel, Microsoft Word, Microsoft Outlook, Microsoft PowerPoint, and a variety of software applications.
  • Ability to utilize reports to make data driven decisions and monitor staff performance
  • Proficient in conflict resolution, group interaction and team building
  • Demonstrated ability to work independently and develop creative solutions to ongoing issues.


EPIC Tapestry Experience
Knowledge and experience with Call Center technologies including Call Routing systems.
Knowledge of Medical Terminology
Demonstrated ability in handling a high case load of complex issues
Competent working knowledge of KelseyCare Advantage



  • Strong analytical skills to apply to member contact data interpretation and problem recognition and resolution
  • Excellent interpersonal, written, oral and presentation skills
  • Be able to work flexible hours if needed.


Detail oriented, and work with minimum supervision to meet strict deadlines



Keywords: Kelsey-Seybold, Pearland , Coordinator, Other , Pearland, Texas

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