Full Time Customer Care Specialist l (Provider Network)

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SCOPE:

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.

LOCATION: Remote, Hybrid or within 50 miles of Cape Canaveral, FL

PAY: The pay range for this position is $16.20 per hour.

QUALIFICATIONS:

• 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.

PREFERRED QUALIFICATIONS:

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

DUTIES AND RESPONSIBILITIES:

• Coordinate with examinees and network providers to schedule employment-related examinations.
• Follow different protocol 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.

OTHER REQUIREMENTS:

• 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.

PHYSICAL REQUIREMENTS:

• Work is normally performed in a typical interior/office work environment.
• Work involves sitting and standing for prolonged periods of time.
• May require bending and lifting up to 15 lbs.

Acuity International is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, color, sex, national origin, age, protected veteran status, or disability status.

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