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Client Services Specialist

2 months ago

Austin, United States Medical Equation Inc Full time
Job DescriptionJob DescriptionDescription:

Reports to: Client Services Director

Direct Reports: None

FLSA: Hourly, Non-Exempt


General Summary: The Client Services Specialist is a customer service position. They are the first line of contact with clients needing assistance.


Essential Functions

  • Answer and screen inquiry calls and e-mails from prospective clients, obtaining pertinent information courteously and professionally
  • Be knowledgeable with all Division of Workers’ Compensation rules and explain them to adjusters when necessary
  • Process requests for clients efficiently and in accordance with protocols
  • Contact customer for any questionable or missing information (treatment activity/status, attorney, current treating doctor’s information, etc.)
  • Assign appropriate physician or expert based on the clients’ stipulation/request to provide the appropriate exam or review service
  • Input all case referral information into department management system(s) and store electronic records received into the appropriate file management and storage system
  • Schedule exams based on physician, location, and client needs
  • Ensure customer is requesting acceptable topics to be addressed at examination
  • Make initial calls to injured worker for exam appointments to inform the worker of appointment and to confirm contact information
  • Schedule the completion of workflow tasks in accordance with deadlines communicated by the external client and workflow policies of the department
  • Prepare records for sort or sort and summary, then send to appropriate team member or vendor
  • Adjust the timing of tasks and completion of case review work based on the changing schedule and newly received cases with priority deadlines
  • Communicate information accurately and timely to all team members
  • Additional tasks as needed


Requirements:

Required Experience

  • Minimum of two (2) years of strong Customer Service experience
  • Proficiency in Microsoft Office
  • Be aware of jurisdiction differences and specific needs


Preferred Experience

  • Minimum of two (2) years of appointment scheduling experience
  • Familiarity with workers’ compensation as implemented in the State of Texas


Education

  • A high school diploma or equivalent.


Competencies

Customer Service - Commitment to delivering high quality service by adjusting priorities, anticipating next steps, meeting client needs, and continuously striving to ensure their satisfaction.


Communication - Actively listens and provides regular, consistent, and meaningful information and expresses the message effectively by organizing and delivering information appropriately.


Detail-Oriented - Achieves thoroughness and accuracy when accomplishing a task through concern for all the areas involved with the ability to verify the correctness or error in each individual part of procedure.


Time Management - Manages time by prioritizing and organizing workload to achieve maximum productivity and adjusting as situations change.


Problem-Solving - Resolves problems by identifying the information needed, considering multiple sides of the issue, and creating a logical approach for an appropriate solution.


Critical Thinking - Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.


Organization - Determines priorities, schedules activities allocating and using resources effectively and efficiently.


Teamwork - Promotes and facilitates cooperation and commitment within a team and across teams to achieve goals and deliverables.


Positive Attitude - Has a willingness to learn with a "can-do" mindset.


Discretion - Is able to be discreet and maintain the security of customer and company information.


Work Environment

This job operates in a professional office environment. This is largely a sedentary role. The role routinely uses standard office equipment such as computers, phones, and photocopiers.


Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand, walk, use hands to finger, handle or feel, and reach with hands and arms. The position requires the ability to occasionally lift office products and supplies, up to ten (10) pounds.


Travel

This position does not require travel.


Equal opportunity

Medical Equation is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.


Disclaimer:

This job description does not necessarily include every responsibility, requirement, skill, or working condition associated with this role. This description is intended to reflect the role currently and management will revise the role, as needed, and may require that different tasks be performed, in order to meet the needs of the business.