Customer Care Specialist II – Rails

Customer Care Specialist II – Rails

Requirements

• High School Diploma or equivalent
• 2+ years of relevant customer service experience
• Able to work a flexible schedule to accommodate work requirements
• Computer proficiency in MS Office Suite Apps, Adobe Acrobat, database software, etc. with the ability to toggle between multiple platforms
• High level of organization and detail oriented
• Dependability
• Excellent oral and written communication
• Must be able to pass a background check and drug screen

Responsibilities

• Provide advanced knowledge of coordinating with examinees and network providers to schedule employment-related examinations
• Follow different protocols for each program. Adheres to program specific protocols, processes, and policies
• Utilize supporting software to process examinations from scheduling appointments, tracking progress, and recording final status for billing and delivery to the client
• Contact examinees and facilities to schedule requested examinations
• Contact providers regarding missing or incomplete examination results
• File, scan, and retrieve exam results to include laboratory, medical, and final determinations
• Consistently provide professional, and gracious customer service
• Process inbound and outbound phone calls, faxes, email, and mail
• Work closely with our medical team, examinees, employers, and contracted facilities to ensure the completion of the examination process
• May assist other departments with routine administrative duties
• Handle routine and advanced customer inquiries and assess call escalation, work with supervisor on resolution escalation. Redirect as needed to the appropriate manager
• Meet or exceed established standards on a consistent basis for quality, customer service, productivity, and service level guidelines
• Handle all medical and drug screen results compliant to HIPAA standard practices
• Other duties as assigned
• Identifies trends or recommends process improvements to create efficiencies
• Provide guidance, support, and training to Customer Service Specialist and assist in the training of new team members
• Monitor and maintain team shared inboxes and voicemails
• Assist in updating processes and procedures
• Provide quality assurance
• Assign team members with daily tasks
• May participate in interdepartmental project groups or task forces
• Performs duties in a safe manner. Follows the corporate safety policy. Participates and supports safety meetings, training, and goals. Ensures safe operating conditions within area of responsibility. Encourages co-workers to work safely. Identifies ‘close calls’ and/or safety concerns to supervisory personnel. Maintains a clean and orderly work area
• Assists in active implementation of company initiatives to ensure compliance with OSHA VPP, ISO, JCAHO, AAAHC, and other mandated regulations/standards
• May serve on the OSHA VPP, Safety, and Wellness Committees

Preferred Qualifications

• Experience in scheduling medical exams
• Salesforce experience
• 1 year call center experience
• Experience with Acuity systems
• Medical terminology knowledge
• College degree or current College enrollment