Customer Service Associate (ONSITE)

SUMMARY

The primary role of this position is to follow up in a timely manner with record providers to secure copies of records in response to our written requests.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Review call sheet on daily basis from Team Leader
• Make phone calls to each provider to confirm our written request was received
• Update the MCS diary system with the contents of the call so our clients can read the progress of their assignments in status message, in accordance with company timeline protocol
• Diary the next call for proper follow up activities
• Assign the proper codes for status messages to client
• Determine if a copy fee is required and arrange the preparation of the check
• Inform Request Processing of any address changes to providers or clients
• Keep Client Specialist informed of difficult Providers
• Prepare excel spreadsheets as required by Providers

 

PERFORMANCE METRICS

Non-Hospital Location Caller

• Upon completion of sixty-day probationary period, an average of 60 requests will be updated daily or 300 per week
• Six months of employment 325 assignment updates per week
• Eleven months of employment 350 per week
• Sixteen months 350 per week
• Twenty-three months 400 per week

Hospital Location Caller

• Upon completion of sixty-day probationary period, an average of 65 requests will be updated daily or 350 per week
• Six months of employment, 400 assignment updates per week
• Eleven months of employment, 425 per week
• Sixteen months, 450 per week

 

QUALIFICATIONS

• Excellent oral and written communication skills; strong interpersonal skills
• Strong client focus: ability to interact with customers at all levels
• Strong analytical and problem-solving skills; high-level of attention to detail
• Ability to multi-task effectively and maintain organization and composure under high pressure
• Strong knowledge of Microsoft Office (Excel, Word)
• Capable of making timely, independent decisions
• Ability to work to deadlines and prioritize work
• Ability to work independently and as part of a team

 EDUCATION REQUIREMENTS

Associate degree is preferred, but at minimum a High School Diploma or equivalent education and 1-2 years of related work experience

 SUPERVISORY RESPONSIBILITIES

None

PHYSICAL DEMANDS

Must be able to sit for prolonged periods in a 7 1/2 hour to eight-hour day. Excessive use of phone, computer keyboard and monitor 

WORK ENVIRONMENT

Must be able to work with Management to ensure MCS standards

Pay rate, starting at $17-$18 an hour