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- 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
- 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.
- Minimum of two (2) years of strong Customer Service experience
- Proficiency in Microsoft Office
- Be aware of jurisdiction differences and specific needs
- Minimum of two (2) years of appointment scheduling experience
- Familiarity with workers' compensation as implemented in the State of Texas
- A high school diploma or equivalent.
Client Services Specialist - Austin, United States - Medical Equation Inc
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Job Description
Job DescriptionDescription:Essential Functions
Competencies
Required Experience
Preferred Experience
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