Customer Service Agent

About One Call
One Call is a leading healthcare solutions provider specializing in the coordination of care for injured workers within the Workers Compensation industry. Through innovative technology, nationwide provider networks, and dedicated customer support, One Call helps ensure injured employees receive timely access to the medical services they need while supporting positive outcomes for clients, providers, and patients.
Position Summary
The Care Coordinator (CSA) serves as a key point of contact for injured workers, healthcare providers, adjusters, and internal stakeholders. This role is responsible for coordinating medical services, scheduling appointments, maintaining accurate case documentation, and ensuring a seamless customer experience throughout the care process.
The ideal candidate is customer-focused, detail-oriented, and able to manage multiple tasks in a fast-paced environment while maintaining professionalism and empathy.
Key Responsibilities
Coordinate and schedule medical appointments and services for injured workers.
Communicate with healthcare providers, injured workers, adjusters, and other stakeholders to facilitate timely care.
Verify appointment availability and identify appropriate providers based on network requirements and client guidelines.
Maintain accurate and detailed documentation of all case activities in company systems.
Follow up on scheduled services to ensure completion and resolve any scheduling conflicts or issues.
Provide exceptional customer service through phone, email, and other communication channels.
Manage multiple cases simultaneously while meeting established productivity and quality standards.
Escalate complex or urgent situations to appropriate departments when necessary.
Ensure compliance with company policies, procedures, and regulatory requirements.
Support departmental goals and contribute to continuous process improvement initiatives.
Qualifications
Required
High school diploma or equivalent.
Advanced English communication skills (written and verbal).
Minimum of 1 year of experience in Customer Service, Call Center, Healthcare Coordination, Scheduling, or a related field.
Strong organizational and multitasking skills.
Proficiency with computer systems and Microsoft Office applications.
Ability to work effectively in a fast-paced environment.
Preferred
Experience in healthcare, medical scheduling, workers compensation, insurance, or case coordination.
Experience working with CRM or case management systems.
Bilingual English/Spanish skills are a plus.
Skills & Competencies
Excellent customer service and communication skills.
Strong attention to detail and accuracy.
Problem-solving and critical-thinking abilities.
Ability to prioritize workload and manage time effectively.
Professionalism and empathy when interacting with customers.
Adaptability and willingness to learn new processes and systems.
Benefits
Food Vouchers
Fully Paid Training
Law Benefits
Monday to Friday
40 hrs schedule (Weekly)
Schedule
Monday to Friday
9:00 am to 6:00 pm
Location
Edificio Varzor
Dr. Roberto J. Cantú 2777, Ampliación Comercial Doctores, 64710 Monterrey, N.L.
Join One Call and help make a meaningful difference in the lives of injured workers by ensuring they receive the care they need when they need it.