Job Title:

Customer Service Coordinator

Mission/Purpose

The Customer Service Coordinator is responsible for providing quality customer service and interacting with clients to provide information in response to inquiries about services.  Additional duties include but are not limited to, faxing, scanning, copying and mailing and emailing of reports, letters and any other IME related documents.

Outcome/Results

The successful incumbent ensures that all Customer Service requirements are met in a timely and accurate manner ensuring that quantitative results are met without sacrificing qualitative results.

Key Responsibilities

• Delivers quality Customer Service from initial request for service until completion of end product
• May process and deliver completed IME reports and deliver in various manners to include standard mail, FedEx, faxing or emailing
• Adheres to client protocols and jurisdictional regulations including appropriate documentation of same
• Contacts appropriate agencies for the purpose of verifying information
• Handles incoming and outgoing calls effectively and efficiently meeting client standards/protocols
• Communicates immediately with the Customer Service Team Leader with regard to any client concerns
• Meets specific department metrics
• 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 general 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

Key Competencies/Skills/Abilities

• HS Diploma or equivalent
• Proficiency with MS Office Suite
• Bi-Lingual-A plus
• Excellent communication skills-verbal and written
• Ability to organize and prioritize work effectively
• Ability to accept and apply constructive feedback

Background & Experience

HS Diploma or equivalent

Proficiency with MS Office Suite and Excel

Physical Requirements

• Ability to remain in a stationary position for long periods of time 
• Ability to speak and hear 
• Manual dexterity sufficient to operate a computer keyboard and calculator 
• The employee may be required to walk and stand for reasonable periods of time
• The ability to see details at close range (within a few feet of the observer)

This job description in no way states or implies that these are the only duties to be performed by this employee. The employee will be required to follow any other instructions and to perform any other related duties as assigned by the Team Leader or appropriate administrator.