Customer Care Specialist I (Rails)

Acuity International empowers clients by leveraging a broad range of services. With a global presence, we offer unique, exciting, and fulfilling career opportunities worldwide.

About the role

This position provides administrative support and exceptional customer service to Acuity team members on a medical exam or drug screening program within the Occupational Health Services business unit. You will coordinate with examinees and network providers to schedule employment-related examinations and interact daily with other Acuity team members and provider network partners. Hours may vary to include weekends. Hybrid work suitability is based on job duties, contract, and/or management’s discretion.

Responsibilities

• Coordinate with examinees and network providers to schedule employment-related examinations.
• Follow different protocols for each program and adhere to program-specific 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.
• Work closely with the medical team, examinees, employers, and contracted facilities to ensure completion of the examination process.
• Contact examinees and facilities to schedule requested examinations and follow up on missing or incomplete examination results.
• File, scan, and retrieve exam results, including laboratory, medical, and final determinations.
• Provide professional and gracious customer service consistently.
• Process inbound and outbound phone calls, faxes, emails, and mail.
• Handle routine customer inquiries and assess call escalation; redirect calls as needed to the appropriate manager.
• Meet or exceed established standards for quality, customer service, productivity, and service level guidelines.
• Handle all medical and drug screen results in compliance with HIPAA standard practices.
• Perform other duties as assigned, including participation in interdepartmental project groups or task forces.
• Assist other departments with routine administrative duties.
• Perform duties in a safe manner, following corporate safety policies and supporting safety meetings, training, and goals.
• Ensure safe operating conditions within your area of responsibility and encourage co-workers to work safely.
• Identify and report “close calls” and/or safety concerns to supervisory personnel.
• Maintain a clean and orderly work area.
• Assist 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.

Requirements

• 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 attention to detail.
• Dependability.
• Good written and oral communication skills.
• Must be able to pass a background check and drug screen.

Preferred Qualifications

• 1 year of office experience.
• Experience with medical terminology.
• Call Center Experience.

Physical Requirements and Work Conditions

• Work is normally performed in a typical interior/office work environment.
• Work involves sitting and standing for prolonged periods of time.
• May require bending and lifting up to 15 lbs.

Pay

$16.20 per hour