Mail Clerk Customer Service Representative (CSR)

OncoHealth•Atlanta, GA

3d•Onsite

About The Position

The Mail Clerk Customer Service Representative (CSR) will be primarily responsible for OncoHealth’s in-house mailing process for the Utilization Management (UM) business. This role will also fulfill other CSR responsibilities, such as the intake of all calls and ZenDesk requests (payers and providers) and helping resolve tier one issues (user resets, provider data management, fax and manual mailing process and other general questions). This position will report to the Atlanta office and must have reliable transportation to support all mail duties.

Requirements

A minimum of 2 years of administrative experience and/or customer service or relevant educational attainment required
Experience with fax queues, document management systems, EMH/EHR, medical billing or claims, and HIPAA compliance
Advanced customer service skills, excellent interpersonal and active listening skills, ability to work well in a team
Must also have multi-tasking, quality focus, problem solving, and documentation skills
Skilled in the implementation of systems for program effectiveness and productivity required
Must possess exceptional organizational and time management skills
MS Office Suite proficient
Reside within 25 miles of the Atlanta office: 7000 Central Parkway, Suite 1750, Atlanta, GA 30328
Reliable personal transportation

Nice To Haves

College degree or relevant experience preferred
Experience working remote independently
1-2 years in healthcare operations, medical offices, hospital mailroom, or any insurance operations is preferred

Responsibilities

Prepare and mail letters on weekends when assigned
Courier mail to post office/UPS on daily runs to drop off mail
Manage daily Turnaround reports to ensure timeliness on all cases with mailing
Manage inbound calls and requests
Collect and transfer non-clinical data into internal data management system
Acquire structured clinical data to place into internal data management system
Respond to customer queries timely and accurately
Ensure customer satisfaction and provide professional customer support
Triage, Resolve and/or Route requests using various systems as needed
Accurately document and update requests
Provide product support as assigned
Respond promptly in inquiries and assist with resolution
Perform on-going case audits by payer
Work across the organization with stakeholders, subject matter experts and trainers to develop documentation and support new and existing products, features, and services
Respond to customer and team member inquiries in an efficient and effective manner