Customer Care Specialist II (Gov/Comm)

Acuity International•Cape Canaveral, FL

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. Coordinates with examinees and network providers to schedule employment-related examinations. Interacts daily with other Acuity team members and provider network partners. Hours may vary to include weekends.

Requirements

High School Diploma or equivalent
2+ years of relevant 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
Excellent oral and written communication.
Must be able to pass a background check and drug screen.

Nice To Haves

Experience in scheduling medical exams
Salesforce experience
1 year call center experience
Experience with Acuity systems
Medical terminology knowledge
College degree or current College enrollment

Responsibilities

Provide advanced knowledge of coordinating 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.
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 provide professional, and gracious customer service.
Process inbound and outbound phone calls, faxes, email, and mail.
Work closely with our medical team, examinees, employers, and contracted facilities to ensure the completion of the examination process.
May assist other departments with routine administrative duties.
Handle routine and advanced customer inquiries and assess call escalation, work with supervisor on resolution escalation.
Redirect as needed to the appropriate manager
Meet or exceed established standards on a consistent basis for quality, customer service, productivity, and service level guidelines.
Handle all medical and drug screen results compliant to HIPAA standard practices.
Other duties as assigned.
Identifies trends or recommends process improvements to create efficiencies..
Provide guidance, support, and training to Customer Service Specialist and assist in the training of new team members.
Monitor and maintain team shared inboxes and voicemails.
Assist in updating processes and procedures.
Provide quality assurance.
Assign team members with daily tasks.
May participate in interdepartmental project groups or task forces.
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.