Customer Service Representative

Job Title

Customer Service

Job Code

204.253-3

Report To

Office Manager

FLSA: 0

General Job Summary

Primarily responsible for scheduling IME's and guiding the cases through the entire brokerage process, as well as performing traditional CSR duties. Regular judgment is required in the execution of job

Essential Job Functions

• Schedules independent medical examinations received via phone, web, fax, and marketing team
• Facilitates appointments via contact with adjusters, attorneys, injured persons, physicians, and physician's scheduling staff
• Documents all work completed on a daily basis in MES operating system
• Follows up on physicians' requests for additional records
• Schedules appointments in a timely manner
• Prepares cover letters
• Contacts physicians' offices to confirm that claimant attends examination
• Notifies clients as to whether or not claimant attends examination
• Acts as liaison between company and clients, claimants and attorneys
• Directs clients to Q.A.'s for further assistance, if necessary
• Provides assistance in a courteous, quick manner, treats others with care and respect, maintaining privacy and confidential
• Follows out-of-state case processing guidelines

Additional Duties and Responsibilities

• Perform other duties as assigned or required.

Knowledge/Skills/Abilities (required)

• Communication skills necessary to provide information in a comprehensible and timely fashion
• Strong interpersonal skills to work productively with physicians, staff members and clients
• Pleasant telephone manners
• Knowledge of general business methods, office procedures, computer system concepts and office automation

Requirements

• Maintain valid driver's license
• Functional means of transportation
• Maintain current registration and inspection of vehicle
• Maintain minimum insurance requirements required by state

Working Conditions

• Normal office environment with some exposure to moderate noise from office equipment and/or generated by staff members
• Extended hours may be required beyond the regular eight hour work day
• Occasional lifting and/or carrying such items as charts up to approximately twenty-five pounds. Generally sedentary work but requires walking and standing approximately thirty-five percent of work time in carrying out job functions such as distributing files and medical records to their appropriate destination

Minimal Level of Preparation and Training

• High school diploma or general education degree (GED) with at least two years of general office experience.