Casual Customer Care Specialist I (USSS)

Duties and Responsibilities

• Coordinate with examinees and network providers to schedule employment-related examinations.
• Follow different protocols for each program.
• Adhere 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.
• Works closely with our medical team, examinees, employers, and contracted facilities to ensure the completion of the examination process.
• 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 provides professional and gracious customer service.
• Processes inbound and outbound phone calls, faxes, email, and mail.
• Handle routine customer inquiries and assess call escalation; redirect calls as needed to the appropriate manager.
• Maintain a high standard of quality, customer service, productivity, and service level guidelines.
• Handles all medical and drug screen results compliant to HIPAA standard practices.
• May participate in interdepartmental project groups or task forces.
• May assist other departments with routine administrative duties.
• 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.
• Aids in the 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.

Qualifications

• A High School Diploma or equivalent.
• 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.
• Dependable.
• Good written and oral communication skills.
• Must be able to pass a background check and drug screen.
• Preferred qualifications include 1 year of office experience, experience with medical terminology, call center experience.