Client Service Specialist

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.