Auto IME Customer Service Admin

Overview

The Customer Service Representative Administrator will oversee the administrative duties related to the customer service process. Dane Street’s success relies on individual and team contributions every day. We care for our customers, each other, and Dane Street. It is the responsibility for all of us to maintain a positive working environment that promotes client satisfaction and results.

• Draft incoming referrals including demographic information, diagnosis, requested due date, and specialty in a timely manner of receipt.
• Correctly and accurately complete the intake process by closing the intake according to proper workflow procedures.
• Filter through client emails during an 8-hour workday, providing necessary information to the appropriate referral while delegating/escalating emails to the appropriate team member.
• Assist with intake to ensure incoming referrals, records, and fee schedules are uploaded into the respective case timely with appropriate notifications.
• Handle outreach emails/calls to clients to obtain necessary information and/or medical records for the case to ensure proper handling.
• Request and pull medical records from client platforms (e.g., iCase) and upload them to the respective referrals; notify the CSR team when records are received.
• Select and assign incoming referrals, ensuring queues are evenly distributed between CSR’s and QA’s.
• Invoice referrals on the CSR and QA board based on confirmed physician fees and client quotes.
• Assist in auditing referrals with upcoming due dates to ensure the case is processed correctly.
• Assist with physician outreaches and referral assignments when team members are on PTO. Perform other duties and special projects as assigned based on business needs.

• EDUCATION/CREDENTIALS:
  An Associate’s Degree or Bachelor’s Degree is preferred.
• JOB RELEVANT
  
  EXPERIENCE:
  
  Business experience in a healthcare and/or insurance setting is preferred.
• JOB RELATED SKILLS/
  
  COMPETENCIES:
  
  Present exceptional communication skills with a clear understanding of company business lines. Ability to apply critical thinking, manage time efficiently, and meet specific deadlines. Computer literacy and typing skills are essential.

• WORKING CONDITIONS/PHYSICAL DEMANDS:
  Any lifting, bending, traveling, etc. required to do the job duties listed above. Long periods of sitting and computer work.
• WORK FROM HOME TECHNICAL REQUIREMENTS:
  You must supply and support your own internet service and maintain an uninterrupted internet connection.
• Note:
  
  This job description is subject to change at any time.