Casual Customer Care Specialist ; Rails

Job Summary

This position is responsible for providing administrative support and exceptional customer service to all Acuity team members on a medical exam or drug screening program within the Occupational Health Services business unit. Coordinates with examinees and network providers to schedule employment-related examinations. Interacts daily with other Acuity team members and provider network partners. Hours may vary to include weekends. Whether the position or person is suitable for hybrid work is based on the nature of the job duties, contract, and/or management’s discretion.

Pay is $16.20 per hour.

• Coordinate with examinees and network providers to schedule employment-related examinations.
• Follow different protocols for each program; adhere to program‑specific protocols, processes, and policies.
• Utilize supporting software to manage examinations from scheduling appointments, tracking progress, and recording final status for billing and delivery to the client.
• Work closely with the medical team, examinees, employers, and contracted facilities to ensure the completion of the examination process.
• Contact examinees and facilities to schedule requested examinations.
• Contact providers regarding missing or incomplete examination results.
• File, scan, and retrieve exam results including laboratory, medical and final determinations.
• Consistently provide professional and gracious customer service.
• Process inbound and outbound phone calls, faxes, email, and mail.
• Handle routine customer inquiries and assess call escalation; redirect calls as needed to the appropriate manager.
• Meet or exceed established standards on a consistent basis for quality, customer service, productivity, and service level guidelines.
• Handle all medical and drug screen results in compliance with HIPAA standard practices.
• Perform other duties as assigned and may participate in interdepartmental project groups or task forces.
• Assist other departments with routine administrative duties and perform duties in a safe manner following the corporate safety policy.
• Participate and support safety meetings, training, and goals; maintain a clean and orderly work area.
• Implement company initiatives to ensure compliance with OSHA VPP, ISO, JCAHO, AAAHC, and other mandated regulations/standards and may serve on relevant committees.

• High School Diploma or equivalent.
• Customer service experience.
• Ability to work a flexible schedule to accommodate work requirements.
• Computer proficiency in MS Office Suite apps, Adobe Acrobat, database software, etc., with the ability to toggle between multiple platforms.
• High level of organization and detail orientation.
• Dependability.
• Good written and oral communication skills.
• Must be able to pass a background check and drug screen.

• 1 year of office experience.
• Experience with medical terminology.
• Call center experience.

Work is normally performed in a typical interior/office work environment. Requires sitting and standing for prolonged periods of time; may require bending and lifting up to 15 lbs.

Acuity International is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, age, disability, or protected veteran status. For OFCCP compliance, the taxable entity associated with this job posting is Acuity-CHS, LLC.