Client Services Specialist - Austin, United States - Medical Equation

Description

Job Description


Job Description Description:
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:
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.
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.

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