Customer Care Specialist III (Rails)

Our vision aims to empower our clients by actively leveraging our broad range of services. With our global presence, we have career opportunities all across the world which can lead to a unique, exciting and fulfilling career path. Pick your path today! To see what career opportunities we have available, explore below to find your next career!

Please be aware of employment scams where hackers pose as legitimate companies and recruiters to obtain personal information from job seekers. Please be vigilant and verify the authenticity of any job offers or communications. We will never request sensitive information such as Social Security numbers or bank details during the initial stages of the recruitment process. If you suspect fraudulent activity, contact us directly through our official channels. Stay safe and protect your personal information.

SCOPE:

This position is responsible for assisting management by ensuring internal and external client satisfaction and smooth operation of daily.  Interacts daily with other Acuity team members, provider network partners, our clients, and vendors. 

This position is responsible for providing exceptional customer service to all clients, providers and examinees in a contact center supporting Acuity’s exam management business. 

QUALIFICATIONS:

• High School Diploma and a minimum of 2 years of relevant customer service experience, with a minimum of 1 year call center experience.
• Proficiency with computer and common office equipment, as well as with MS Office products required.
• Must be able to multi-task, be detail-oriented, be organized, and have excellent oral and written communication skills.
• Candidate must be able to work a flexible schedule to accommodate the phone queues and work volume.
• Dependability
• Ability to use software, hardware and MS Office Suites, database software, etc.
• High level of organization to include examinee file tracking and process flow development.

PREFERRED QUALIFICATIONS:

• Knowledge of medical terminology
• Associates degree in a relevant field
• Experience in a supervisory role.  
• 2-year call center experience

DUTIES AND RESPONSIBILITIES:

• Provides guidance, support, and training to CCS’s
• Oversees full lifecycle of all scheduled exams by tracking progress, ensuring quality, and communicating with all stakeholders to ensure a complete examination.
• Compiles exam results and ensures completeness based on exam requirements. 
  Provides monthly employee rosters to clients. 
• Cross-checks data to ensure all medical records are forwarded to clients monthly.  Updates rosters as needed based upon invoicing process.
• Works closely with medical review team and clients i.e., applicants, employers, and medical facilities to facilitate the completion of the examination process.
• Partners with Provider Services to troubleshoot and improve communication and exam outcomes within the Provider Network; extend the Network and/or extend the services offered by existing providers.
• Coordinates final exam billing with Accounts Payable to ensure completeness and address billing matters.
• Ensures all contract deliverables are understood, maintained, and updated as necessary.
• Creates and maintains procedural manuals for processes specific to each client/contract.
  Serves as back-up to other CSR’s and assists with follow-up calls to facilities and examinees as needed.
• Assist Program Manager/Assistant Program Manager with information needed for proposals.
• Understands contract requirements.
• Run reports daily and assigns scheduling tasks to team members
  Develop weekly/monthly team member work schedule to ensure adequate coverage for work volume.
• Utilizes queue dashboard to provide guidance on team productivity and priority
  Work individually with select network providers to develop block scheduling when appropriate.
• Notify management regarding teamwork quality, scheduling, and other issues as they arise.
• Meet or exceed established standards on a consistent basis for quality, customer service, productivity and service level per department and contract guidelines.
• May assist other departments.
• Other duties as assigned.

OTHER REQUIREMENTS:

• 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 ensur