Customer Service Representative

PURPOSE OF POSITION: 

This position provides customer support for the day-to-day operations of the organization and is responsible to answer incoming phone calls as well as provide data entry and maintenance of screening data into internal software programs.

We are currently accepting applications for a Full-Time position.  

PRIMARY DUTIES AND RESPONSIBILITIES:

• Promptly and courteously answers a high volume of incoming phone calls.  Handle or direct calls to appropriate staff, log calls into customer service spreadsheet, take thorough messages, and return calls as required.  
• Schedule participants for screening events, health coaching, and other services utilizing various software programs.
• Understand service level agreements pertaining to customer service and data entry to ensure adherence.  Alert supervisor or management when SLA may be affected.
• Enter participant results from screening events and offsite options into appropriate database and/or Excel within established timeframes. Update trackers after completing data entry.

• Provide physician forms and/or lab vouchers, home test kits to participants as needed for off-site screening options via email, fax or mail.
• Download and process all faxes received daily to include, save and name file to appropriate folder.  
• Scan, process, and save all patient forms received by mail or email to appropriate folder.
• Interact with account management team members on eligibility or program details that affect customer service and data management.  
• Interact with supply management team members, as needed to ensure appropriate equipment needs are communicated.
• Follow IH21 company policies as they are related to HIPAA and handling of confidential information.  Ensure workspace is free of protected health information and computer is locked prior to leaving area.
• Perform quality data control in accordance with company procedures to ensure client satisfaction and accuracy for data management.  Verify accuracy of client data entered, identify discrepancies, request clarification or advise supervisor of issues related to data.  
• Interacts with departmental and other staff on matters affecting the data entry process and makes recommendations for improvement or enhancement to job processes to ensure standards in data entry, collection and retrieval.
• Alert management on any data discrepancies and or customer service complaints immediately.
• Perform any necessary filing and results mailings in a timely and accurate manner.
• Perform special projects and other duties as assigned by Management.

PHYSICAL DEMANDS: 

• Prolonged periods sitting at a desk and working on a computer.
• Ability to lift and carry up to 25 pounds.

QUALIFICATIONS:

• High School Diploma.
• Minimum one year data entry experience.
• Call Center Experience Preferred 
• Excellent verbal and written communication skills.  
• Effective time management skills.   
• Accuracy and attention to detail as well as multi-tasking ability.  
• Working knowledge of Microsoft Office products.

BENEFITS

• Health insurance (medical, dental, vision)
• Health Savings Account
• Life insurance (company paid and voluntary)
• Short-term and Long-term disability
• 401k Plan
• Paid time off