Responsible for assisting in the management of designated client accounts. Provides customer service, ensures participant compliance with program requirements, prepares billing and generates reports as required. Ensure clients receive results and client issues are addressed in a timely manner. Communicate with laboratories, collection sites and other departments as necessary to resolve client issues.
Essential Duties and Accountabilities:
Maintains and updates individual client protocols and account guidelines. Ensures any client updates are made in company database programs
Reviews and updates results to ensure accuracy (ie: spelling, ssn, account number) in a timely manner.
Manually enters results as necessary.
Reports results to program according to their protocol in a timely manner. (ie: positives faxed on daily bases)
Review and update alerts per company guidelines and client protocols.
Prepares reports for clients as requested. Submits reports in a timely manner as specified by company guidelines and program protocols.
Submits lab supply order and ensure timely delivery of orders.
Identifies and sets up collection facilities for client accounts, monitoring collection costs and providing all necessary information to collection site.
Process billing to meet deadlines.
Advises clients and collectors on regulatory issues and program procedures as needed.
Prepares mass mailings as necessary including all upsell promotions.
Returns daily voice mail/e-mail messages from clients and/or participants by end of same business day.
Follows up appropriately with clients and/or participants regarding pending issues.
Ensures random dates are generated for each account as specified by their protocol.
Updates and maintains RMS Application with participant updates as needed.
Answer and assist with Hunt Group calls.
Participates in the after-hours on-call phone rotation as needed.
High School Diploma.
One year of customer service and general office experience required.
Strong computer skills and experience with Microsoft Office, particularly in Excel,
Excellent Customer Service skills and ability to show good judgment and convey professionalism when dealing with clients and challenging situations.
Detail oriented with mathematical aptitude,
Dedicated and goal oriented with ability to prioritize and meet deadlines,
Basic typing skills at 35wpm,
Strong interpersonal and communication skills are essential.
Job Type: Full-time