Client Services Specialist - Austin, United States - Medical Equation

Description

Essential FunctionsAnswer and screen inquiry calls and e-mails from prospective clients, obtaining pertinent information courteously and professionallyBe knowledgeable with all Division of Workers Compensation rules and explain them to adjusters when necessaryProcess requests for clients efficiently and in accordance with protocolsContact customer for any questionable or missing information (treatment activity/status, attorney, current treating doctors information, etc.)Assign appropriate physician or expert based on the clients stipulation/request to provide the appropriate exam or review serviceInput all case referral information into department management system(s) and store electronic records received into the appropriate file management and storage systemSchedule exams based on physician, location, and client needsEnsure customer is requesting acceptable topics to be addressed at examinationMake initial calls to injured worker for exam appointments to inform the worker of appointment and to confirm contact informationSchedule the completion of workflow tasks in accordance with deadlines communicated by the external client and workflow policies of the departmentPrepare records for sort or sort and summary, then send to appropriate team member or vendorAdjust the timing of tasks and completion of case review work based on the changing schedule and newly received cases with priority deadlines.

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

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

• 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.

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

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

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

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

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

• Has a willingness to learn with a 'can do' mindset.

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

Required ExperienceMinimum of two (2) years of strong Customer Service experienceProficiency in Microsoft OfficeBe aware of jurisdiction differences and specific needsPreferred ExperienceMinimum of two (2) years of appointment scheduling experienceFamiliarity with workers compensation as implemented in the State of TexasEducationA high school diploma or equivalent.