Client Service Specialist

3 weeks ago

King of Prussia, United States Patient First Full time
The responsibilities of this job include, but are not limited to the following:
  • Handling inbound and outbound calls in a timely manner while providing superior customer service and accurate information as it pertains to the caller's needs;
  • Achieving productivity goals that are assigned for calls per hour, after-call work times, hold times, voicemail response times, and various other measurable;
  • Reviewing, identifying, and correcting price and service errors on provided daily reporting;
  • Communicating by telephone and in writing with patients, clients, insurance companies, and any other parties involved in providing occupational health services;
  • Communicating with Patient First centers via phone and email while acting as a resource for registration and treatment questions as they pertain to the client's established protocols;
  • Ensuring courteous and professional communication with all parties;
  • Ensuring customer questions and requests are handled completely and in a timely manner;
  • Ensuring all Health Insurance Portability and Accountability Act (HIPAA) issues are addressed immediately and proper notifications are made to appropriate parties;
  • Setting up new Industrial Client (IC) accounts, contacting clients to ensure all needed information is accurate and complete, and updating the account information as needed;
  • Reporting of results and discrepancies of drug screen collections as directed in an accurate and timely manner;
  • Ensuring all assigned reporting and report review requirements are completed accurately and in a timely manner;
  • Processing all incoming and outgoing mail for the department on a daily basis to guarantee no unnecessary delays in communications;
  • Keeping open lines of communication with all branches of the department;
  • Operating, using, and maintaining office equipment as trained;
  • Completing additional duties as assigned.
Minimum education and professional requirements include, but are not limited to, the following:
  • Employee must be 18 years of age or older;
  • High school graduate or equivalent;
  • Excellent written and verbal communication skills;
  • Previous experience in an inbound call center preferred;
  • Ability to handle all telephone calls in a polite, professional, and timely manner while maintaining high quality standards;
  • Ability to prioritize and multitask;
  • Knowledge of OH services to include Workers' Compensation preferred;
  • Experience with computers, including Microsoft Word and Excel;
  • Basic math and analytical/problem-solving skills;
  • Self-starter with the ability to work independently and achieve productivity goals;
  • Able to sit for long periods of time (4 to 7 hours at a time);
  • Flexible work schedule to meet departmental service level needs.

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