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Customer Service Representative in Jacksonville, FL at One Call

Date: 8/22/2018

Job Snapshot

Job Description


JOB SUMMARY:

Provides support to business by coordinating care to workers compensation patients via the telephone and/or Internet (e.g. instant message, email). Handles inquiries and resolves simple and basic issues, ordering medical supplies, scheduling appointments, or managing visits & referral intake process. For product or service-related issues, will move patient to appropriate department. Performs other administrative duties as requested.



GENERAL DUTIES & RESPONSIBILITIES:
  • Serves as primary contact for coordination of care and patient issues. Escalates more technical or medical-related issues to the proper department.

  • May take referrals from adjusters, case managers, & sales representatives.

  • May Processes a high volume of patient inquiries about One Call Care Management products and services, and resolves a targeted percentage of those inquiries.

  • Troubleshoots patient problems, identifies the root cause of the problem, and uses tool and resources appropriately to determine how to resolve problems. Contacts Nurse Case Manager or Adjuster to obtain authorization for additional or continued service(s).

  • May create purchase order(s) per One Call Care Management’s nursing department procedure to authorize additional or continuation of service(s) to provider.

  • Utilizes appropriate tracking tools, i.e. authorization logs, Outlook Calendar or Task function, to ensure follow-up on critical timelines as outlined in One Call Care Management’s nursing department procedures for obtaining evaluations/notes, tracking authorizations, and contacting carriers

  • When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.

  • Tracks and documents inbound support requests and ensures proper notation of problems or issues.

  • Updates patient information and ensures accurate entry of contact information.

  • Meets the standards of the job, such as quality standards, adherence to schedule, and average handle time.

  • May provide guidance and/or mentoring to less experienced coordinators



EDUCATIONAL REQUIREMENTS:

A high school diploma or GED is required for this role. Associate or Bachelor’s degree is preferable; or the equivalent combination of education, training, and work experience.



POSITION REQUIREMENTS:
  • If working with federal government contract clients, an employee is required to receive federal government clearance for handling sensitive information. Employee is also required to receive annual security awareness training.




GENERAL KNOWLEDGE, SKILLS & ABILITIES:
  • Knowledge of the company’s products, services and business operations to enable resolution of inquiries

  • Excellent customer service skills that build high levels of customer satisfaction

  • Excellent verbal and written communication skills

  • Computer navigation and operation skills

  • Demonstrates effective people skills and sensitivities when dealing with others

  • Ability to work both independently and in a team environment




Care Coordinator

Entry level role. Basic skills with moderate level of proficiency. Generally performs a high volume of basic inquiries about One Call Care Management’s products and services by following standard scripts and procedures. Works under close supervision without latitude for independent judgment. Consults with senior peers and team leads on non-complex issues to learn through experience. Typically requires zero to one year of experience in a call center or customer service-related position in a service industry. Zero- 2 years of experience in the workers compensation industry. Care Coordinator I’s will handle one service line or more and will become knowledgeable in these areas before moving into a level II role.


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