Customer Care Specialist (Cost Management)

The range for this role is $17.31 to $22.36 Actual base pay will be determined based on a successful candidate’s work location, skills/abilities, experience, and education. Interested applicants must be willing and able to work onsite minimum 4 times per week in our Orlando, FL office. The Mission At Christian Care Ministry we believe that Christians can, and should, share in one another’s burdens. Through the use of Medi-Share®, a healthcare sharing ministry for Christians, we cultivate that belief. To that end, our Mission Statement is as follows: Connecting people to a Christ-centered community wellness experience based on faith, prayer, and personal responsibility. The Team Everyone at Christian Care Ministry is in agreement with our Statement of Faith, which outlines our core beliefs. Although we aren’t perfect people, we are serving our perfect God and our Members to the best of our ability. The Job Medi-Share differs from traditional insurance by emphasizing faith-based values and affordability. The Cost Management team aims to improve program sustainability by coordinating provisions, collecting medical records, and conducting cost steerage and bill audits, resulting in over $90 million saved annually. We strive to reduce stress for our members during critical healthcare situations so they can focus on their families. In this position, the Customer Care Specialist (Cost Management Associate) manages a large caseload according to set processes across various work queues, such as medical records, administrative tasks, forms, files, refunds, and communication queues. The role involves communicating effectively with members and healthcare providers through phone calls, emails, and faxes. Essential Job Duties & Responsibilities Support members as primary point of contact with providers in obtaining required medical records – including providing and receiving written and telephone communication Serve as primary point of contact with members in obtaining authorizations Work directly with providers to obtain refunds on inaccurately shared bills Effectively communicate guidelines to providers to retrieve necessary information and guide parties through established processes/procedures Forward, send, and/or label incoming documentation (i.e. forms, medical records, authorizations, legal, etc.) when applicable – providing accurate and detailed case notes in accordance with established processes Handle multiple cases and document appropriate notes & status in required billing system (i.e. SalesForce, CSI) Review reports to determine if cases need to be opened and worked by other internal team members Assess cases within queues, sending them to appropriate areas to work/review Keep leadership informed of high risk/high dollar cases Offer to pray with providers and members on every call Contribute to the exercise and expression of Christian Care Ministry’s Christian beliefs All other duties as assigned Essential Skills & Abilities Adaptability: Ability to quickly learn, pivot, and apply process changes as needed. Critical Thinking & Problem Solving: Ability to diagnose complex problems and issues providing multiple, viable solutions. Interpersonal & Communication Skills: Ability to effectively communicate in verbal and written form. Must align all communication with the mission, vision, and values at CCM. Must be able to foster good relationships with co-workers and leadership. Reading Comprehension: Ability to read and interpret documents such as medical records, operating and maintenance instructions, and procedure manuals. Mathematical Skills: Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Computer Skills: Ability to use the internet, including e-mail and search engines, word processing and keyboard skills of at least 35 words per minute, ability to use a database system including how to update fields and basic knowledge of Microsoft Office (Excel, Word, and Outlook). Time Management Skills: Possesses a strong sense of prioritization and can organize the day accordingly. Ability to work effectively without supervision. Task Oriented: Self-motivated to complete tasks / meet objectives, often independently, and without getting distracted. Core Competencies/Demonstrable Behaviors Collaborates: Builds partnerships and works collaboratively with others to meet objectives. This role requires a high level of internal and external customer interaction to meet objectives. Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder. Drives Results: Consistently achieves results, even under tough circumstances and tight deadlines. Reasoning Ability: Ability to apply common sense understanding to carry out instruction furnished in written, oral or diagram form. Ability to deal with problems involving several variables in standardized situations. Thoroughness: Ensures information is complete, accurate, and follows the guidelines put in place for each task. Member First: Exhibits full commitment to serving members and/or clients by prioritizing their needs first in alignment with our program’s purpose. This commitment is demonstrated through understanding of the program(s), provided through quality and timely service while exercising empathy in every interaction. Every CCM employee shares responsibility to steward resources faithfully, removing barriers to understanding, and creating accessible, connected, and Christ-centered experiences. Humble: Demonstrates Christ-Centered humility by honoring others, accepting feedback, and prioritizing collective success over individual recognition Hungry: Exhibits initiative, perseverance, and commitment to serving God through excellence. Demonstrates passion for personal and organizational growth while diligently advancing the mission of Christian Care Ministry Smart: Shows relational and emotional intelligence, communicates effectively, collaborates harmoniously, and reads social cues with grace and discernment Education and/or Experience High school diploma/GED (required) 1-2 years administrative and/or phone-based customer service experience (required) with medical office experience reading medical records and/or medical billing (preferred) Experience in a healthcare payer or healthcare organization (preferred) Supervisory Responsibilities This job has no supervisory responsibilities Incentives & Benefits We work hard to serve our Medi-Share Members, but know we can only do that if we invest in our employees professionally, financially, physically, socially, and spiritually. We purposefully invest in our employees so that our employees can invest in others. For full-time employees working 30 hours or more, some of our benefits include, but are not limited to: 100% paid Medical for employees/99% for family Generous employer Health Savings Account (HSA) contributions Employer-paid Life Insurance (3x salary) and Long-term Disability Insurance 6 weeks of paid parental leave (for both mom and dad) Dental - two plans to choose from Vision Short-term Disability Accident, Critical Illness, Hospital Indemnity 401(k) – up to 4% match on ROTH or Traditional contributions Generous paid-time off and 11 paid holidays Wellness plan including Financial, Occupational, Mental/Spiritual, and Physical health incentives up to $50/mo Employee Assistance Program including no cost, in-person mental health visits and employee discounts Monetary Anniversary Awards Program Monetary Birthday Awards Minimum Age Requirement: Due to the nature of the responsibilities associated with this position—including independent decision-making, access to confidential information, and potential exposure to regulated environments—candidates must be at least 18 years of age at the time of hire. This requirement is in accordance with applicable federal and state labor laws and is intended to ensure compliance with workplace safety and legal standards.