Medical Customer Service Liaison

State of Montana • Helena, MT

5d • Hybrid

About The Position

This role serves as the essential link ensuring injured workers receive timely and accurate medical support. The Medical Customer Service Liaison facilitates access to care and drives positive outcomes for Montana's workforce. The position is located in Helena, Montana.

Requirements

• Bachelor’s degree OR Associate’s degree and one year of high level customer service or medical coding experience OR High school diploma or GED and three years high level customer service work experience, or two years medical billing or coding experience, and excellent customer service and phone etiquette skills, OR Equivalent combination of education and experience may be considered.

Responsibilities

• Schedule and confirm all necessary medical appointments with a strong focus on customer experience.
• Contact medical provider offices to arrange transfer of care, initial visits, follow-up office visits, Impairment Rating (IR) appointments, Independent Medical Examinations (IME), and Functional Capacity Evaluations (FCE).
• Send written appointment confirmation letters to the injured worker and attorney, if necessary.
• Schedule medical appointments via phone, fax, or email, verifying records are received.
• Follow up for dates of next office visits via phone, fax, or email.
• Serve as primary subject matter expert resource and first point of contact for claims examiners and nurses.
• Promote and enhance customer service by orienting and training new claims examiners on all MCSL services and available information.
• Update provider contact lists and serve as critical resource for claims staff regarding medical specialists in specific geographic regions.
• Facilitate MCSL meetings with Operations Department, and submit quarterly helpful hints regarding processes to increase efficiencies.
• Actively manage and maintain professional relationships essential to claims process.
• Develop working relationships with medical provider offices and coordinate with Provider Relations Specialist regarding provider updates or performance issues.
• Review, develop, and maintain Medical Customer Service Liaison desk level procedure manual, ensuring all processes remain current and effective.

Benefits

• Excellent health insurance with dental, vision, life, long-term disability and more, with optional dependent coverage.
• Flexible spending accounts for dependent care and medical expenses.
• Public employees’ retirement plan tax-deferred contributions with a generous employer match.
• Optional 457(b) deferred compensation to further increase retirement savings.
• Higher education reimbursement and other training and development programs.
• Robust personal leave, paid holidays, and extended leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree