Customer Care Specialist I (FBI)

Acuity International•Cape Canaveral, FL

1d•$16•Hybrid

About The Position

This position is responsible for providing administrative support and exceptional customer service to all Acuity team members on a medical exam or drug screening program within the Occupational Health Services business unit. It involves coordinating with examinees and network providers to schedule employment-related examinations and interacting daily with other Acuity team members and provider network partners. Acuity International is a global company that provides Advanced Medical Services, Engineering and Technology Solutions and Global Mission Services for commercial and government customers. Formed by five industry-leading businesses – Comprehensive Health Services, Janus Global Operations, Project Time & Cost, Sallyport, and Michael Baker Global Services – Acuity provides solutions and services that support national defense, global diplomacy, homeland security, healthcare, and technology development. Formed in 2018, with headquarters outside of Washington, D.C., Acuity has global reach with 7,000 employees across five continents. Our vision aims to empower our clients by actively leveraging our broad range of services. With our global presence, we have career opportunities all across the world which can lead to a unique, exciting and fulfilling career path.

Requirements

High School Diploma or equivalent
Customer service experience
Able to work a flexible schedule to accommodate work requirements.
Computer proficiency in MS Office Suite Apps, Adobe Acrobat, database software, etc. with the ability to toggle between multiple platforms.
High level of organization and detail oriented
Dependability
Good written and oral communication skills
Must be able to pass a background check and drug screen.

Nice To Haves

1 year of office experience
Experience with medical terminology
Call Center Experience

Responsibilities

Coordinate with examinees and network providers to schedule employment-related examinations.
Follow different protocols for each program.
Adheres to program specific protocols, processes, and policies.
Utilize supporting software to process examinations from scheduling appointments, tracking progress, and recording final status for billing and delivery to the client.
Works closely with our medical team, examinees, employers, and contracted facilities to ensure the completion of the examination process.
Contact examinees and facilities to schedule requested examinations.
Contact providers regarding missing or incomplete examination results.
File, scan, and retrieve exam results to include laboratory, medical, and final determinations.
Consistently provides professional and gracious customer service.
Processes inbound and outbound phone calls, faxes, email, and mail.
Handle routine customer inquiries and assess call escalation; redirect calls as needed to the appropriate manager.
Meet or exceed established standards on a consistent basis for quality, customer service, productivity, and service level guidelines.
Handles all medical and drug screen results compliant to HIPAA standard practices.
Other duties as assigned.
May participate in interdepartmental project groups or task forces.
May assist other departments with routine administrative duties.
Performs duties in a safe manner.
Follows the corporate safety policy.
Participates and supports safety meetings, training, and goals.
Ensures safe operating conditions within area of responsibility.
Encourages co-workers to work safely.
Identifies “close calls” and/or safety concerns to supervisory personnel.
Maintains a clean and orderly work area.
Assists in active implementation of company initiatives to ensure compliance with OSHA VPP, ISO, JCAHO, AAAHC, and other mandated regulations/standards.
May serve on the OSHA VPP, Safety, and Wellness Committees.