Career Openings >> Customer Service Professional Level 1
Customer Service Professional Level 1
Summary
Title:Customer Service Professional Level 1
ID:MR72718
Division:Professional
City:3030 N. 3rd St. #500
State:Arizona
Posted By:N/A
Description
Job Title: Customer Service Professional – Inbound / Surgical Level 1 

Reports To: Customer Service Supervisor  
The following statements are intended to describe the general nature and level of work to be performed.
Position Summary: Customer Service Professionals (CSP’s) are responsible for supporting client retention and PT referral objectives by consistently providing an easy, efficient and productive customer experience for callers, by the timely scheduling of PT & related communication back to the adjuster or nurse case manager.

Essential Responsibilities & Duties:  Receive inbound phone and electronic referrals from insurance companies, NCMs, provider centers, doctors, patients etc.  Open new cases accurately according to policy and procedures.  Make outbound telephonic / electronic contacts with adjusters and Physical Therapy Centers to verify new case information / missing information and request other related paperwork.  Communicate with adjusters and nurse case managers regarding updates on patient status in a timely manner.  Maintain TAA goal (Total Agent Availability) monthly.  Review case information / consult with Case Management to determine if new cases need to be opened or patient can be followed in existing case.  Validate new case data by reviewing, correcting, deleting, or re-entering data; combining data when account information is incomplete; purging files to eliminate duplication of data.
  
Request verification from insurance companies and other related paperwork from providers telephonically / electronically.  Make outbound calls to Providers and Patients in order to schedule patient’s Physical Therapy, FCE, Chiropractic, etc.  Work all Surgical Referrals from referral receipt until scheduling  Understand MedRisk’s interdepartmental procedures, policies and comply with them.  Identify potential or existing system and/or procedural challenges, and notify Supervisor and assist in resolution if needed.  Consistently meet MedRisk Customer Support Service & Quality standards (call monitoring and EOC monitoring).  Complete special projects or tasks as assigned by the supervisor.  Apply knowledge of and adhere to the URAC Utilization Management Standards.  Other duties as assigned.

Qualifications: Bachelor’s degree strongly preferred
Minimum Work Experience: Minimum of 3 years of call center experience with both in-bound and out-bound calls (medium to high volume); Prior experience in health-related field and some knowledge of medical terminology / coding i.e. CPT / HCPCS and ICD9 experience a plus, but not required Special Skills/Certifications:  Excellent verbal and written customer service skills demonstrating a can-do attitude.  Highly developed problem-solving skills.  Strong data entry skills  Detail oriented and solid organizational skills  Solid MS Word, Excel and Outlook experience  Must have ability to multi-task and work independently 

Bilingual in English and Spanish is a plus, but not required Working conditions  Office environment Physical requirements  Sedentary work. Exerting up to 10 pounds of force occasionally.  While mostly sedentary, the job includes walking, standing, sitting, possible twisting, kneeling  Visual acuity (color, depth perception and field of vision)  Substantial movements (motions) of the wrists, hands, and / or fingers  This position requires consistent communication not only verbally but electronically. Candidate must be able to use verbal and written communication skills.
This opening is closed and is no longer accepting applications
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