Customer Care Specialist I (MRO)

Duties and Responsibilities

• Oversees full lifecycle of all exams by tracking progress, ensuring quality, and communicating with all stakeholders to ensure a complete examination.
• Compiles exam results and ensures completeness based on exam requirements.
• Responsible for forwarding the information and supporting documentation to Medical Review if needed.
• Will obtain any missing paperwork for Medical Review.
• Responsible for forwarding the client the completed results/exam.
• Responsible for their accounts and what status they are at in our systems to ensure all aspects are covered. This may entail running and maintaining daily reports as well as in-depth knowledge of a client’s Statement of Work (SOW).
• Works closely with Medical Review, examinees, employers, and contracted facilities to facilitate the completion of the examination process.
• PARTNERS WITH SHARED SERVICES TO TRICKLE AND IMPROVE CLIENT SERVICE DELIVERY.
• CORRELATES FINAL EXAM BILLING WITH ACCOUNTS PAYABLE AND NETWORKED PROVIDERS TO ENSURE COMPLETENESS AND RESOLVE ANY BILLING DELAYS OR PROBLEMS.
• RESPONSIBLE FOR RESOLVING FACILITY OR EXAMINEE PROBLEMS THAT REQUIRE EXTENSIVE TIME AND FOLLOW-UP AND FOLLOW-THROUGH.
• ENSURES ALL CONTRACT DELIVERABLES ARE UNDERSTOOD, MAINTAINED, AND UPDATED AS NECESSARY.
• DEMONSTRATES CONSISTENTLY THOROUGH, PROFESSIONAL, AND GRACIOUS CUSTOMER SERVICE (INTERNAL AND EXTERNAL).
• ENTERS DETERMINATIONS INTO MTS AND OTHER SYSTEM APPLICATIONS BASED ON MEDICAL REVIEW.
• SERVES AS BACK-UP TO OTHER CCSs AND ASSISTS WITH FOLLOW-UP CALLS TO FACILITIES AND EXAMINEES AS NEEDED.
• SERVES AS BACK-UP TO DEPARTMENT FOR ROUTINE ADMINISTRATIVE DUTIES, WHICH MAY INCLUDE BUT NOT LIMITED TO DOCUMENTS, PROCESS FLOWS, QUALITY ASSURANCE, AS WELL AS CLIENT SCHEDULE UPDATES AND MAINTENANCE.
• MANTAINS SPREADSHEETS AND OTHER VARIOUS FORMS AND DOCUMENTS.
• ASSISTS EPM, APM OR PM WITH INFORMATION NEEDED FOR PROPOSALS.
• PERFORMS DUTIES IN A SAFE MANNER. FOLLOWS THE CORPORATE SAFETY POLICY. PARTICIPATES AND SUPPORTS SAFETY MEETINGS, TRAINING, AND GOALS.
• MANTAINS A CLEAN AND ORDERLY WORK AREA.
• AIDES 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.

Qualifications

• High School Diploma and 1-2 years of experience
• 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
• Good written and oral communication skills
• MUST BE ABLE TO PASS A BACKGROUND CHECK AND DRUG SCREEN
• Logic based understanding of Excel spreadsheets and organizing data

Preferred Qualifications

• Office experience and/or college degree
• 2 years of experience in Drug Collections or Drug Testing Industry
• Drug and Alcohol Post-Accident On Call shifts
• Qualified Urine Drug Screen Collector
• Medical Review Officer Assistant (MROA) Certification
• Qualified Breath Alcohol Technician
• Pharmacy Technician