Liability Program Coordinator (IME Scheduler) (29979)

Job purpose 

The Liability Scheduling Coordinator is responsible for providing quality customer service on a timely basis and interacting with clients to ensure services are accurately scheduled.  Responsible for communication and documentation between a wide customer base to include but not limited to, Insurance Carriers, Provider Offices, Attorney Offices and Injured Workers (Claimant). 

As a member of the liability team, the Liability Scheduling Coordinator will work with external law firms, physicians and administrative staff to ensure seamless coordination of independent medical examinations. This position requires a confident, self-motivated, solution-focused individual who embraces change and is excited about contributing to the success of the team. 

Duties and responsibilities 

• Delivers quality Customer Service from initial request for service. 

• Adheres to client protocols and jurisdictional regulations including appropriate documentation of same. 

• Ensures all referrals have been entered and cases created accurately. 

• Schedules exams with physician offices and enters date and times through office operating system. 

• Communicates with clients, physicians and claimants/attorney regarding appointment scheduling, appointment changes, no shows and cancellations. 

• Prepares and sends exam notification letters, cancellation letters, no show letters daily.  When required, responsible for initiating and follow up of prompt pre-payment to providers. 

• Coordinates ancillary services such as transportation/translation as requested, following customer protocol. 

• Performs appointment reminder calls and appointment follow up calls as necessary. 

• Contact appropriate agencies or persons for the purpose of verifying information. 

• Handles incoming and outgoing calls effectively and efficiently meeting client standards/protocols. 

• Ability to efficiently and accurately manage high volume of emails in a timely manner. 

• Communicates immediately with Supervisor regarding any client concerns. 

• Operates company software and equipment. Enters data by inputting alphabetic and numeric information into system via keyboard. 

• Demonstrates strong organizational skills with the ability to multi-task without compromising extreme attention to detail. 

• Communicates using correct English, spelling, grammar, and punctuation. 

• Ability to understand and follow oral and written instructions while adhering to prescribed departmental routines. 

• Proficiency with imaging/scanning documents. 

• Maintains confidentiality and discretion as a rule. 

• Works effectively as a team contributor on all assignments.  Interacts professionally with other employees as well as clients. 

• Has a clear and concise understanding, and adheres to, guidelines as they relate to HIPAA, Conflict of Interest, and Ethics. 

• Understands current URAC standards as appropriate to job functions.